Customer Success Business Analyst (Junior)

Customer Success Business Analyst (Junior)

London

Boku Inc. (BOKU.L) is the leading global provider of local mobile-first payments solutions. Global brands including Amazon, DAZN, Meta, Google, Microsoft, Netflix, Sony, Spotify, and Tencent rely on Boku to reach millions of new paying consumers who do not use credit cards with our purpose-built payment network of more than 300 local payment methods across 70+ countries. Every year, Boku processes over $10 billion in value for our customers. Incorporated in 2008, Boku is headquartered in London and San Francisco and has employees in over 39 countries around the world, including Brazil, China, Estonia, Germany, Ireland, Japan, Singapore, and the UAE. Boku is a truly global company that takes pride in its diversity and thriving equal opportunity workplace.

Role Purpose

We are looking for a dynamic and detail-oriented Business Analyst to join our growing Customer Success team. Our Customer Success team is responsible for ensuring the best in-life experience for our merchants and issuers partners. In this role, you will identify and leverage business insights to drive improvements in our partners’ experience with Boku and our products and services, increasing partner satisfaction. The ideal candidate will have strong analytical skills, excellent communication abilities, and understanding of customer success strategies, with experience working in a cross-functional, fast-paced environment.

Key Responsibilities :

1. Data and Reporting:

• Analyze data on payment and user performance to uncover trends, pain points, and areas for improvement; share actionable insights to support our commercial teams in increasing value for merchants and issuers.
• Collaborate with our Business Intelligence team to develop dashboards and reports for internal and external stakeholders.
• Monitor merchant/issuer connection performances against predictions, report discrepancies, and identify opportunities for optimization.

• Assist Customer Success executives with success stories and insights to showcase the value of our products and services.
• Provide actionable insights based on customer data, partner health scores, and feedback to influence product and service strategies.

• Support review of customer feedback from various touchpoints (scorecards, surveys, etc.).
  Support the creation of customer success strategies to maximize retention and reduce churn.

• Collaborate with Customer Success Program Management on initiatives.
• Support post-launch engagement activities and attend customer meetings when needed.
• Build and maintain relationships with internal stakeholders involved in customer success strategy, including Commercial, BI, Solution Delivery, Support, Risk & Fraud, Product, and Data teams.

• Customer Success: Understanding of customer success principles and metrics (e.g., NPS, churn, satisfaction).
• Data Analysis Skills: Experience with data analysis tools and transforming data into insights.
• Problem Solving: Strong problem-solving and strategic thinking skills.
• Communication Skills: Excellent verbal and written skills; ability to present complex data clearly to technical and non-technical audiences.
• Stakeholder Management: Effective interpersonal skills and ability to manage cross-functional relationships.
• Languages: Proficient in English, both written and spoken.

• Experience: 1-3+ years in business analytics or related roles within Fintech, Banking, or Telecom sectors.
• Degree: Degree in Business, Data Science, Statistics, Economics, Mathematics, Computer Science, or related fields. Certifications or a Master’s degree (e.g., MBA, MS in Business Analytics) are a plus.
• Tools: Experience with visualization and analysis tools like Tableau, Power BI, SQL, Excel, PowerPoint.

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