PayPal
Bangalore
Internet
Who we are: At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.
Job Description Summary: As the BI & CX Analyst, you will help develop and implement interesting insights and analysis relating to customer friction & confusion. You will use scripting language and analytics tools to scrape, analyze, visualize, and communicate data to stakeholders. We’re looking for a highly organized go-getter who is passionate about generating insights on behalf of our customers (Voice of the Customer) to guide decisions and improve our core experiences.
Job Description:
Key Responsibilities:
- Develop customer insights and analysis to assist the Voice of the Customer team with identifying and providing solutions for customer pain points
- Recommend goals using historical data and factoring in budget and product landscape
- Ensure the accuracy and distribution of reporting
- Continually drive insights that marry qualitative assessment/research with quantitative supporting findings
- Work with the Data Team to integrate supporting data sources
- Predict and track impact of new and evolving products and experiences on not just customer contacts but other standard productivity metrics with Customer Support function
- Communicate / present concise and actionable data to all levels of management and product partners
- Create, communicate and action upon diagnostic alerting that monitors symptoms of customer friction, from upstream content, customer-driven attempts to remedy to customer service assistance needed
- Monitor and troubleshoot data integrity issues and work to resolve with Data Infrastructure team
Requisite Experience:
- Must be a self-starter
- Project and change management familiarity
- Strong written and verbal communication skills
- Bachelors degree or equivalent work experience required
- Intermediate to advanced Excel required
- Experience using BI Tools (i.e Tableau, Looker, PowerBI)
- R and Python a big plus
- Familiarity with HTML/Java and general content instrumentation desired
- Experience automating & scheduling jobs preferred
- Ability to quickly adapt to rapid change and a fast-paced atmosphere
- A minimum of one year of experience in call center processes, business analytics, or operations analytics
For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal’s 400 million active account holders the confidence to connect and transact in new and powerful ways. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying, or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom, enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.
PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.
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