Operations Data Analyst (Special Projects)

📋 Description

• • Lendable is at the forefront of revolutionizing the fintech industry, aiming to build the world's premier technology for credit access and savings. As a rapidly expanding unicorn, we are seeking a highly analytical and technically adept Operations Data Analyst to join our dynamic Operations Science & Strategy team. This pivotal role places you at the nexus of advanced analytics, data science, and AI engineering, where you will leverage cutting-edge data, Large Language Models (LLMs), and automation techniques to fundamentally transform the operational efficiency and customer experience of our rapidly scaling operations.
• • In this special projects capacity, you will collaborate directly with senior operations leadership, tackling complex challenges that span demand forecasting, commercial opportunity identification, the development of robust Key Performance Indicator (KPI) frameworks, and the implementation of sophisticated automation solutions. Your work will be instrumental in significantly reducing our cost-to-serve while simultaneously elevating customer outcomes, directly impacting Lendable's strategic trajectory and commercial success.
• • The ideal candidate is a technically proficient, intellectually curious individual with a passion for end-to-end problem ownership. You will be empowered to make impactful decisions from day one, working within a lean, high-performing team that thrives on resourcefulness and innovation, constantly seeking smarter solutions than the existing status quo.
• • Your core responsibilities will encompass several critical areas:
• • **Automation & AI Engineering:** You will be tasked with designing, developing, and deploying automated solutions using Python and cutting-edge LLM APIs, such as OpenAI. This involves replacing time-consuming manual processes within our Customer Service (CS) and Financial Services (FS) departments with intelligent, automated workflows. You will be responsible for building prototypes, rigorously testing them with real-world operational data, and scaling successful implementations into robust production systems. Furthermore, you will collaborate closely with Product Managers (PMs) and Engineers to seamlessly integrate and operationalize AI-driven solutions across the entire Operations function.
• • **Demand Analytics & Strategy:** A significant part of your role will involve dissecting and analyzing key drivers of operational demand. This includes understanding metrics like contact frequency per customer, the root causes of customer inquiries, seasonal fluctuations in demand, and customer servicing behaviors. Your insights will be crucial in identifying actionable strategies to reduce avoidable customer contacts and enhance overall customer outcomes. You will also develop sophisticated analytical models to inform critical decision-making processes related to cost optimization and resource allocation, ensuring our operations are both efficient and effective.
• • **KPI & Funnel Intelligence:** You will be responsible for constructing and refining clear, resilient KPI frameworks and comprehensive funnel views that map the entire customer journey. This involves translating complex data into commercially relevant insights, formulating recommendations for operational efficiency improvements, and establishing robust mechanisms for tracking team productivity. A key aspect of this will be creating scalable metrics that can be applied consistently across new geographical markets, diverse product lines, and evolving teams, providing a unified view of performance.
• • **Collaboration with Senior Leadership:** You will work hand-in-hand with senior stakeholders, including Operations Directors, Heads of CS, FS, Fraud, and Complaints, as well as the Chief Operating Officer (COO). Your role will be to transform raw data into compelling, narrative-driven recommendations that are not only simple and easy to understand but also commercially sound and actionable. You will take ownership of the analytical components for high-impact, strategic projects from inception through to completion, ensuring data-driven insights are at the heart of strategic decision-making.
• • This role offers an unparalleled opportunity to contribute to building the most advanced, data-driven operating model in the fintech sector. If you are a technically skilled, analytical thinker who thrives on solving complex problems and driving tangible results, this position at Lendable promises a challenging yet rewarding career path.