Senior Business Operations Analyst

SoFi•Jacksonville, FL

9h•$99,200 - $186,000

About The Position

SoFi is seeking a Senior Data Analyst to join its Business Intelligence team supporting Operations. The role turns complex operational data into insights and narratives that drive performance, service quality, and member experience. It supports stakeholders across Frontline and Backline Operations, Workforce Management, and Customer Experience, using data from omnichannel contacts, IVR and chatbot interactions, customer experience sentiment, and agent productivity.

Requirements

Bachelor’s degree in Analytics, Statistics, Economics, Engineering, or a related quantitative field.
At least 5 years of experience in data analytics, operations analytics, or business intelligence.
Experience analyzing complex operational datasets, such as contact data, customer experience data, and agent productivity metrics.
Advanced SQL skills, including writing complex, performant queries against large-scale data warehouses.
Advanced proficiency in Tableau or other visualization tools such as Looker or Power BI.
Demonstrated ability to use modern AI analytics tools such as Claude, Cursor, or ChatGPT to optimize workflows and deliver insights efficiently.
Experience designing reporting frameworks, defining KPIs, and establishing data sources of truth.
Strong communication and data storytelling skills, including the ability to simplify complex data and influence non-technical stakeholders and leadership.
Strong business acumen and interest in improving member experiences through data-driven decisions.
Comfort working through ambiguity and evolving priorities in fast-paced, cross-functional environments.

Nice To Haves

Master’s degree.
Experience in business banking, commercial banking, or fintech, with an understanding of lending, payments, or risk operations.
Familiarity with operational performance management, workforce planning, service operations, risk operations, or process optimization.
Experience in regulated environments, with attention to governance, controls, and auditability.
Familiarity with Python, R, or other analytical tools.

Responsibilities

Advise leadership on defining operational excellence through data.
Set reporting standards for measuring, monitoring, and improving the member experience.
Own and drive reporting roadmaps, ensuring consistency, data accuracy, and scalability.
Partner with Operations and Customer Experience leaders to define, monitor, and evolve KPIs aligned with service excellence and business objectives.
Design, automate, and maintain Tableau reporting for Operations stakeholders as a scalable source of truth for operational performance and member experience metrics.
Partner with Data Engineering to define business logic and data requirements for accurate, scalable downstream analytics.
Unify data from customer experience metrics, contact center systems, agent productivity tracking, workforce management, and survey tools into actionable reporting frameworks.
Conduct diagnostic analyses, including variance and root-cause investigations, to identify performance drivers and opportunities to reduce member friction and operational inefficiency.
Use AI tools to accelerate analytical workflows and automate query and script building.
Identify emerging trends and risks or opportunities in operational data before they affect member experience or SLAs.
Translate findings into recommendations that influence process design, workforce planning, and continuous improvement.
Communicate insights clearly to technical and non-technical audiences through data storytelling.
Collaborate with Product, Engineering, Data Science, and BI teams to improve data accessibility and automate recurring analytics.
Mentor junior analysts and cross-functional partners in data-driven performance management, visualization, and AI-assisted analytics.