Business Analyst

Unknown

HybridPosted July 29, 2026

About the role

We are seeking a Business Analyst to join our Customer Care team for Debit Products. This role focuses on supporting customers' everyday banking activities—card purchases, ATM withdrawals, and funds access—and delivering prompt, clear, and empathetic assistance when issues arise with debit cards or accounts (for example declined transactions, lost cards, unexpected fees, or technical problems). You will own the debit products support stream for individual customers and drive data-driven improvements.

Responsibilities

Own and oversee Customer Care for debit products (cards, savings, deposits, subscriptions, and cashback), identifying where customers encounter friction and how support can enhance the experience.
Partner with designers and engineers to specify changes to agent tools and customer-facing interfaces.
Collaborate with debit product and operations teams to update agent processes and interfaces promptly.

Business Analyst

Unknown

HybridPosted July 29, 2026

About the role

We are seeking a Business Analyst to join our Customer Care team for Debit Products. This role focuses on supporting customers' everyday banking activities—card purchases, ATM withdrawals, and funds access—and delivering prompt, clear, and empathetic assistance when issues arise with debit cards or accounts (for example declined transactions, lost cards, unexpected fees, or technical problems). You will own the debit products support stream for individual customers and drive data-driven improvements.

Responsibilities

Own and oversee Customer Care for debit products (cards, savings, deposits, subscriptions, and cashback), identifying where customers encounter friction and how support can enhance the experience.
Partner with designers and engineers to specify changes to agent tools and customer-facing interfaces.
Collaborate with debit product and operations teams to update agent processes and interfaces promptly.

Shape the debit product metrics framework and monitor key support metrics such as average handling time (AHT), contact rate, first contact resolution, and CSAT; drive improvements.

Identify gaps and inefficiencies in debit product support processes and implement improvements.

Work with product analysts to measure the impact of releases and campaigns, using data to set priorities.

Ensure transparency through documentation, metrics, and presentations.

Requirements

1+ years of experience as a Business Analyst or Product Manager in fintech, banking, or consumer digital products.
Hands-on UI experience, including creating multi-screen user flows (no

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