Customer Insight Analyst

With over a million customers trusting PayJoy, it’s increasingly important that our apps and services operate with integrity and high availability while keeping our customers' data confidential.

As the first member of PayJoy’s Customer Insights team, you will be responsible for analyzing and developing a narrative from quantitative and qualitative customer feedback, communicating our customer’s needs to partners across the business through actionable insights, and partnering with cross-functional stakeholders to drive change.

The goal of the Customer Insights team is to provide internal teams with contextualized and actionable customer insights in order to enable data-driven decisions that help our core product users - customers and merchants - and hence help PayJoy’s attain its mission.

You will use and contribute to our datasets to develop comprehensive customer narratives around priority themes. You will partner with the product teams to prioritize themes for action, develop and track action plans, and facilitate closed feedback loop processes.

Responsibilities

  • Analyze quantitative and qualitative customer feedback to develop a narrative around customer issues and requests
  • Build thematic feedback reports and executive-level presentations for product and functional areas of the business that concisely explain the needs of the customer
  • Partner with cross-functional stakeholders to prioritize customer feedback themes, develop plans, and get them executed via the product and other functional teams.
  • Represent the customer at business reviews, share insights and action plans, and influence teams to make data-driven decisions that drive strategic change. 
  • Requirements

  • Bachelor's degree in a quantitative field or equivalent practical experience; MBA preferred
  • 5 years of experience in management consulting, corporate strategy, or equivalent
  • Experience in a technology company experience working in the lending or credit industry
  • Experience in data analysis, dashboarding, and data visualization languages and tools such as SQL, Python, R, Tableau, Data Studio, and/or Looker
  • Ability to influence senior stakeholders and lead cross-functional teams across matrixed organizations with

  • Benefits

  • Company-funded health insurance for employees and immediate family
  • Company-funded employee life insurance
  • 10 company holidays; 6 days vacation
  • Annual fitness benefit ($500); professional development benefit ($2000), and international travel benefit ($2000)
  • Aguinaldo 20 dias; Vacation bonus 50%; $2,000 MXN / month vales de despensa
  • About PayJoy
    PayJoy's mission is to deliver access to credit to the next billion people in emerging markets worldwide. Our unique mobile locking technology gives customers the ability to afford their first smartphone on credit, using the phone itself as collateral, and then provides further access to credit to help weather life's unexpected financial surprises and climb the ladder of economic well-being.

    Founded in 2015, today PayJoy has reached millions of customers in a dozen countries around the globe, including Mexico, Brazil, India, Kenya, and South Africa, and is on a strong growth path with support from major industry partners to bring credit to millions in the near future.

    PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

    PayJoy Principles
    Finance for the next billion * Ownership * Break Through Walls * High-Bandwidth Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity


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