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Boku Inc. (BOKU.L) is the leading global provider of local mobile-first payments solutions. Global brands including Amazon, DAZN, Meta, Google, Microsoft, Netflix, Sony, Spotify, and Tencent rely on Boku to reach millions of new paying consumers who do not use credit cards with our purpose-built payment network of more than 300 local payment methods across 70+ countries. Every year, Boku processes over $10 billion in value for our customers. Incorporated in 2008, Boku is headquartered in London and San Francisco and has employees in over 39 countries around the world, including Brazil, China, Estonia, Germany, Ireland, Japan, Singapore, and the UAE. Boku is a truly global company that takes pride in its diversity and thriving equal opportunity workplace.

Role Purpose

We are looking for a dynamic and detail-oriented Business Analyst to join our growing Customer Success team. Our Customer Success team is responsible for ensuring the best in-life experience for our merchants and issuers partners. In this role, you will be responsible to identify and leverage business insights which drive improvements in our partners’ experience with Boku and with our products and services, increasing our partners’ satisfaction. The ideal candidate will have strong analytical skills, excellent communication abilities, and understanding of customer success strategies, with experience working in a cross-functional, fast-paced environment.

Key Responsibilities:

1. Data and Reporting:

• Analyze data on payment and user performance to uncover trends, pain points, areas for improvement, and share actionable insights to support our commercial teams in increasing value for our merchants’ and issuers’ partners.

• Collaborate with our Business Intelligence team to develop dashboards and reports for both internal and external stakeholders.

• Monitor merchant/issuer connection performances, report discrepancies, and support model improvements and optimization opportunities.

Customer Insights & Business Strategy:

• Assist Customer Success executives with success stories and insights to highlight the value of our products and services.

• Help shape product and service strategies by providing actionable insights based on customer data, partner health scores, and feedback.

Customer Feedback:

• Support review of customer feedback from various touchpoints.

• Contribute to customer success strategies aimed at maximizing retention and reducing churn.

Cross-functional Collaboration:

• Work with Customer Success Program Management on initiatives execution.

• Participate in post-launch engagement activities and customer meetings as needed.

• Build and maintain relationships with internal stakeholders involved in customer success strategies, including Commercial, BI, Solution Delivery, Support, Risk and Fraud, Product, and Data teams.

Key Skills and Competencies:

• Customer Success: Understanding of customer success principles and metrics (e.g., NPS, churn rate, satisfaction).

• Data Analysis Skills: Experience with data analysis tools and transforming data into insights.

• Problem Solving: Strong strategic thinking and problem-solving skills.

• Communication Skills: Ability to present complex data clearly to technical and non-technical audiences.

• Stakeholder Management: Effective relationship management skills across functions.

• Languages: Proficient in written and spoken English in a business context.

Qualifications:

• Experience: 1-3+ years in business analytics or related roles within Fintech, Banking, or Telecom sectors.

• Degree: Degree in Business, Data Science, Statistics, Economics, Mathematics, Computer Science, or related fields; a Master’s or certification (e.g., MBA, MS) is a plus.

• Tools: Experience with visualization and analysis tools such as Tableau, Power BI, SQL, Excel, PowerPoint, etc.