Customer Success Analyst, Afterpay London, UK

We started a movement in which everyone can win – shoppers, retailers, society and every person on our team. To play fair, trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe. Founded 10 years ago in Sydney, Australia, Afterpay has over 24 million active customers globally and more than 250,000 of the best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi's, Mac Cosmetics, Ray-Ban and many others. Afterpay is helping people spend responsibly! We empower customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases. Afterpay is deeply committed to delivering positive outcomes for customers. Now under the Block ecosystem, we are focused on supporting our community of shoppers. We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing.

The Role

As a Customer Success Analyst, you are a high-influence domain owner responsible for integrating operational excellence with strategic evolution. This role harmonizes the practical execution of a builder with the systemic design of an architect. This approach enables you to move beyond reactive interventions, empowering you to proactively engineer durable solutions that create sustained value across your entire scope.

Your scope spans from in-lane expertise to cross-functional leadership, with the flexibility to deploy across vertical domains and influence change upstream. As the voice of Customer Success, you represent customer needs and outcomes in all strategic decisions, ensuring that every initiative prioritises customer retention, satisfaction, and long-term value.

You Will

• Operational Excellence

• Vendor & Operations Liaison: Partner with Vendor Management Operations (VMO) as a Line of Business (LOB) expert. Attend key vendor calls to provide deep context on policies, roadmaps, best practices, and supportability constraints, translating LOB objectives into concrete vendor requirements.
• Business Advocacy: Serve as the primary business stakeholder for support functions (Vendor Management, Workforce Management, Learning & Development, Quality, & Content), defining requirements and driving accountability.
• Cross-Functional Leadership: Represent your domain in cross-functional forums and act as a key voice in strategic decisions.
• Advocate Enablement: Define advocate "confidence" needs (knowledge, tools) for your domain and partner with VMO and L&D to ensure they are delivered at scale.
• Pilot Design & Execution: Co-design and oversee vendor pilots for new tools, flows, or experimental work, defining success metrics, feedback loops, and go/no-go criteria.
• Deep Expertise Development: Develop and maintain deep subject matter expertise in your domain's products, policies, tools, and operational mechanics to become the go-to expert.
• BPO Metrics & Accountability: Partner with BPO Operation Managers and VMO leadership to oversee and influence KPI results for your domain (CSAT, FCR, AHT, QA).

• OKR Definition & Tracking: Define and contribute to domain-level OKRs.
• End-to-End Journey Mapping: Map the E2E customer journey for your domain. Own and synthesise all customer sentiment (CSAT, NPS, escalations) into a single, unified view of systemic pain points.
• Systemic Health & Diagnostics: Own the health of systemic policies, workflows, and tools. Diagnose operational metrics (AHT, FCR, CSAT, and QA) with a technical lens to identify root causes in tooling, policy, or process design.
• Product & Process Supportability: Partner directly with Engineering, Support Product, Compliance, and Risk to ensure all changes are supportable, compliant, and improve the customer (and advocate) experience at scale.
• Retention & Loyalty Impact Analysis: Analyse how support experiences impact customer retention and loyalty; translate insights into business impact narratives.
• Product Experience Leadership: Serve as the "Product Experience Liaison" for your domain; translate data-backed analysis into problem briefs and requirements for Product and Engineering partners. Serve as a key stakeholder for all new product launches to define the systemic "support playbook."

• Root Cause to Solution: Move seamlessly from identifying systemic pain points to designing and driving operational fixes.
• Durable Solution Design: Design solutions that are not just operationally effective but also scalable, compliant, and maintainable long-term.
• Cross-Domain Influence: Leverage both operational credibility and strategic vision to drive alignment across Product, Engineering, Support, and Risk teams.
• Continuous Improvement Cycles: Establish feedback loops that connect operational metrics to strategic insights, creating a virtuous cycle of improvement.

You Have

• 2+ years in a strategic or analytical role (e.g., Operations Manager, Senior Analyst, Program Manager)
• 1+ year driving cross-functional projects with Product, Engineering, or Operations teams
• Demonstrated ability to analyse operational metrics, identify root causes, and design solutions
• Proven success influencing outcomes without direct authority

Preferred Qualifications

• Deep product or policy knowledge in a relevant domain (e.g., FinTech, payments, risk)
• Experience with process improvement methodologies (e.g., Six Sigma, Lean)
• Track record of designing and scaling solutions across multiple business units
• Comfort with ambiguity and ability to thrive in fast-moving environments

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.

Want to learn more about what we're doing to build an inclusive workplace? Check out our Inclusion & Diversity page.

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Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offerings. Check out our other benefits at Block.

Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.