We are building a new team - Voice of Customer - that will overlook the whole experience of our merchants, focusing on improving our processes to meet their needs.

As a Senior Business Analyst you will

- Analyze the merchants' journey, identifying bottlenecks and blindspots in their experience

- Propose adjustments in the process with the objective of improving merchant experience quality in a scalable way

- Deploy new solutions, processes, and practices in partnership with internal stakeholders

- Recommend new KPIs or assertive metrics to ensure we're in the right way 

You’ll be great for this role if you

- Have experience in customer experience (CX), merchant's journey, quality assurance or Voice of Customer

- Have strong analytical skills, with experience in building KPIs or metrics 

- Have excellent communication skills, presentation and interpersonal skills - you are able to communicate ideas and concepts with team members from a wide range of positions, countries and cultures, and to build strong and productive relationships

- Have advanced English skills

Job Application Tip

We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.