Customer Success Business Analyst

Boku; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading global provider of mobile-first payment solutions seeks a detail-oriented Business Analyst for their Customer Success team. The role involves analyzing data, collaborating with teams, and enhancing partner satisfaction through actionable insights. Ideal candidates will have strong analytical skills and experience in customer success strategies, contributing to a dynamic and diverse workplace.

Qualifications

• 3+ years experience in business analytics or related roles.
• Degree in Business, Data Science, or related fields.

Responsibilities

• Analyze data on payment and user performance to uncover trends.
• Collaborate with Business Intelligence to develop dashboards.
• Support the creation of customer success strategies.

Skills

Customer Success

Data Analysis Skills

Problem solving

Communication Skills

Stakeholder Management

Education

Business

Data Science

Statistics

Economics

Mathematics

Computer Science

Information Systems

Tools

Tableau

Power BI

SQL

Excel

PowerPoint

Job description

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 and increase our partners' satisfaction. The ideal candidate will have strong analytical skills, excellent communication abilities, and understanding of customer success strategies and experience working in a cross-functional, fast-paced environment.

Key Responsibilities

Data and Reporting:

• Analyse data on payment and user performance to uncover trends, pain points, areas for improvement and share actionable business insights to support our commercial teams to continuously increase the value creation for our merchants' and issuers' partners.

• Collaborate with our Business Intelligence team to develop new dashboards and reports both for internal Boku's needs and external partners' needs.
• Monitor merchant/issuer connection performances against the prediction, report potential discrepancies to the relevant internal stakeholders with the objective to continuously improve our prediction model and identify opportunities for optimization.

Customer Insights & Business Strategy:

• Assist Customer Success coordinator with success stories insights to highlight the value of the company's products and services.
• Help shape and influence product and service strategies by providing actionable insights based on customer data, partners health score index and feedback.

Customer Feedback

• Support internally the review of customer feedback from various touchpoints (partner scorecards, surveys, etc.)

• Support the creation of customer success strategies that maximize retention and reduce churn.

Team Collaboration:

• Take ownership of key business analysts initiatives to set the foundations for a growing team and as the business scale, contribute to the hiring and training of Customer Success business analysts.

• Collaborate with Customer Success Program Management in the execution of the Customer Success initiatives.

• Support with post-launch engagement led by our Merchant partnership team and occasionally attend customers' meetings when your expertise is required.

• Build and maintain strong relationships with the different internal stakeholders involved in the execution of the customer success strategy, including Commercial teams, Business Intelligence, Solution Delivery, Production Support, Risk and Fraud, Product and Data teams.

Key Skills and Competencies

• Customer Success: Strong understanding of customer success principles and metrics (e.g., Net Promoter Score, churn rate, customer satisfaction).

• Data Analysis Skills: Hands on experience with data analysis tools and ability to transform data into actionable business insights.

• Problem solving: Strong problem-solving skills and the ability to think strategically.

• Communication Skills: Excellent verbal and written communication skills, with the ability to present complex data insights in a clear and understandable manner to both technical and non-technical stakeholders.

• Stakeholder Management: Strong interpersonal skills and ability to manage cross-functional relationships effectively both internally and externally.

• Languages: Proficient in written and spoken English in a business setting

Qualifications

• Experience: 3+ years experience in business analytics or related roles within the Fintech/Banking/Telecom sectors.

• Degree: Business, Data Science, Statistics, Economics, Mathematics, Computer Science, or Information Systems, other related fields or equivalent practical experience. A certification or Master's degree (e.g MBA or MS in Business Analytics) is a plus.

• Data visualization and analysis tools: experience in using different tools (e.g., Tableau, Power BI, SQL, Excel, PowerPoint, etc.).