We are seeking a Fintech Customer Experience Analyst to turn customer interactions, service data, and operational feedback into measurable improvements across digital financial services.

Rather than focusing solely on conventional customer support, this role examines how customers experience financial products from onboarding through everyday transactions, identifying friction points and helping teams create clearer, faster, and more intuitive digital journeys.

Your Mission

You will analyse customer behaviour and service interactions to understand where users experience difficulties and translate those findings into practical improvements for fintech products and operations.

Core Responsibilities

• Analyse customer interactions across digital support channels, transaction journeys, onboarding processes, and self-service environments.
• Identify recurring customer issues, process bottlenecks, and points of friction within financial service journeys.
• Review customer feedback and operational data to identify emerging experience trends.
• Produce structured reports highlighting customer pain points and opportunities for improvement.
• Work with product, operations, customer support, and technology teams to translate findings into actionable initiatives.
• Monitor customer experience indicators and investigate significant changes in service performance.
• Analyse support cases to identify issues that could be addressed through improved product functionality, documentation, or processes.
• Help evaluate the impact of customer experience improvements using measurable performance indicators.
• Support the development of customer journey maps and service improvement recommendations.
• Assist in improving digital communications, help-centre content, and self-service workflows.
• Maintain clear documentation of findings, recommendations, and improvement initiatives.

Candidate Profile

• Degree or equivalent professional experience in Business Analytics, Economics, Marketing, Finance, Business Administration, Psychology, Data Analysis, or a related field.
• Experience in customer analytics, fintech, banking, digital services, business analysis, or customer experience.
• Strong analytical and critical-thinking skills.
• Ability to work with spreadsheets, dashboards, CRM platforms, and customer data.
• Experience interpreting quantitative and qualitative feedback.
• Excellent written and verbal communication.
• Ability to convert complex findings into clear, practical recommendations.
• Familiarity with digital banking, payments, wallets, or other fintech products is an advantage.
• SQL, Power BI, Tableau, or comparable analytical experience would be beneficial.

Why This Role Matters

Financial technology is not only about building sophisticated systems; it is also about making those systems understandable and usable. This position gives you the opportunity to influence how customers interact with digital financial services while working alongside product, technology, and operations professionals.

Ideal candidate: A commercially minded analyst who is curious about customer behaviour, comfortable working with data, and capable of transforming customer feedback into meaningful improvements.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

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