Company Overview

The organisation operates in the financial technology industry, providing digital payment products and financial services to individuals, businesses and online merchants. Its platforms support electronic transactions, account-based payment services and customer-facing financial experiences.

The organisation aims to make digital payments dependable and straightforward while maintaining high standards of operational accuracy and customer service. It uses customer feedback, transaction data and product performance indicators to improve its financial products.

Role Summary

The Fintech Customer Payments Experience Analyst will evaluate customer experiences across digital payment journeys, identify friction points and recommend improvements to payment products and service processes. The role combines customer journey analysis, payment performance monitoring and operational investigation.

The successful candidate will work with product managers, payment operations, customer support and data analytics teams to understand payment-related customer issues and improve service quality. The position requires an understanding of digital payment workflows, customer behaviour and data-driven product improvement.

Key Responsibilities

• Analyse customer journeys across payment initiation, transaction confirmation, refunds and payment failure handling.

• Review payment-related customer feedback, support cases and operational data to identify recurring problems.

• Monitor indicators such as payment completion rates, transaction failures and customer-reported payment issues.

• Identify friction points affecting customer use of digital payment products.

• Collaborate with product teams to recommend improvements to payment workflows and user experiences.

• Investigate customer complaints relating to unsuccessful, delayed or incorrectly displayed transactions.

• Analyse customer behaviour and payment patterns to support product improvement decisions.

• Prepare reports and presentations summarising customer payment experience trends.

• Work with payment operations teams to understand the causes of transaction-related service issues.

• Support user research and feedback collection for payment product enhancements.

• Assist with testing revised payment journeys and validating customer-facing functionality.

• Track the impact of product changes on customer experience and payment performance.

• Maintain documentation of identified issues, improvement proposals and implementation outcomes.

• Coordinate with customer support teams to improve the consistency of payment-related guidance.

• Contribute to initiatives aimed at improving customer confidence and satisfaction with digital payments.

Requirements and Qualifications

• Bachelor’s degree in Business, Finance, Economics, Data Analytics, Marketing or a related discipline.

• Experience in customer experience analysis, product analytics, payment operations or fintech.

• Understanding of digital payment journeys and electronic transaction processes.

• Strong analytical skills and ability to interpret customer feedback and operational data.

• Familiarity with Excel, SQL or business intelligence tools.

• Experience with customer journey mapping or product performance analysis is an advantage.

• Ability to communicate analytical findings clearly to business and technical teams.

• Strong written communication and presentation skills.

• Attention to detail and a customer-focused approach to problem-solving.

• Ability to coordinate work across product, operations and customer support teams.

• Familiarity with digital banking or payment applications is beneficial.

Benefits

• Fully remote working arrangement within Estonia.

• Opportunity to improve customer experiences across digital financial services.

• Exposure to fintech product analytics and payment operations.

• Professional development in customer experience and financial product improvement.

• Collaboration with product, data and customer operations specialists.

• Opportunities to contribute to customer-focused product initiatives.

• Long-term career development within fintech product and experience analytics.

Application Instructions

Candidates should submit an updated CV outlining their experience in customer experience analysis, product analytics, payment operations or digital financial services. Applicants should highlight their ability to analyse customer journeys, interpret performance data and recommend practical product improvements.

Are you interested in this position?

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