Data Analyst II (Ops Analytics Focus)

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B.

We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal.

We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.

About the Role:

Are you a data-savvy professional with an analytical mindset who thrives on exploring data and extracting insights? Do you have an aptitude for visualizing those insights and presenting them in ways that improve operational decision-making? Are you attracted to an entrepreneurial culture and energized by high growth? If so, read on.

We are seeking a Data Analyst II to join our growing Operations Analytics team.This key role will leverage both quantitative and qualitative skills to increase the organizational value of the Phoenix Service Center by influencing insight-driven decision making (Analysis), ensuring improved performance measurement (Visualization) and identifying solutions to help optimize operations (Prediction)

As you build relationships across the operation, you will be instrumental in exploring and modeling data in order to identify new opportunities for efficiency and improvement, then visualizing critical insights to improve decision making. Partnering with the operational leaders to create and design/develop performance measurement KPIs and build out the associated dashboards will also be key to gaining momentum within this role.

You will work in areas like capacity planning, workload forecasting, workforce analytics, business impact analytics, call center analytics and customer experience analytics. To be successful in this role you must be detail-oriented, creative, innovative, consultative, willing to learn and grow and enjoy a fast-paced, challenging environment. You will benefit from having a talent for “telling the story” with data, keeping the user experience in mind, as well as exposure to data/statistical modeling, relational database utilization and data wrangling techniques.

Our preference is for candidates to work on a hybrid basis from our Phoenix office; however, we are open to remote arrangements for the right candidate.

What You'll Do:

• Consult with internal operations leaders to identify problems or opportunities that can leverage data and analytics, building trusted stakeholder relationships and bringing curiosity to uncover the real business problem worth solving
• Collect, analyze and interpret large data sets from various sources to answer high-impact business questions and identify patterns, trends, and insights
• Perform in-depth analyses and then create data models to identify trends and key drivers that inform important decisions across the business
• Apply statistical, simulation, and forecasting methods, including hypothesis testing, regression, A/B testing, Monte Carlo simulation, and time series forecasting, to quantify the impact of operational and business decisions and anticipate future outcomes
• Translate analytical findings into clear recommendations, using visualizations and presentations to communicate insights and drive stakeholder decisions
• Use data storytelling techniques to simplify complex findings into narratives that resonate with non-technical stakeholders and drive action
• Manage multiple analytics projects with accuracy and attention to detail, prioritizing tasks to meet deadlines
• Translate ambiguous business questions into structured, testable analytical approaches that meet stakeholder requirements and support broader use-case goals
• Drive best practices to improve the quality and effectiveness of our analytics function across capacity planning, workforce analytics, and customer/call center analytics
• Partner with operations leaders to define business KPIs and analytical frameworks that inform dashboards and simplify decision making
• Stay up-to-date with industry trends and emerging technologies, and seek out opportunities to develop new skills

What We Look For:

• Bachelor's degree in data analytics, mathematics, statistics, computer science, economics or a related quantitative field, or equivalent experience
• Minimum 3+ years proven experience in data analysis and visualization, including business requirements gathering
• Advanced knowledge of SQL and data query/mining techniques
• Working knowledge of data modeling and database concepts, with the ability to structure and query data effectively for analysis
• Experience applying statistical techniques and simulations to business problems, such as regression, hypothesis testing, A/B testing, Monte Carlo simulation, or time series forecasting
• Strong storytelling and data communication skills, with the ability to translate complex quantitative analysis into simple, compelling narratives for non-technical audiences
• Strong proficiency with Tableau or related data visualization tools (PowerBI, Superset, etc.)
• Strong problem-solving, analytical, and communication skills, including active listening and presentation
• Proficiency in Excel or Google Sheets for ad hoc analysis
• Experience in financial services is preferred
• Proficiency in Python (pandas, statsmodels, or scikit-learn) for statistical analysis preferred
• Experience with Contact Center Analytics and A/B testing/experimentation frameworks is a plus

What We Offer You:

• Competitive salary ($85K-$115K USD) and stock option plan
• Paid coverage of medical, dental and vision insurance
• Flexible PTO
• Opportunities for professional growth and development
• Paid parental leave
• Health & wellness initiatives

Environmental & Working Conditions

Work is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and meet established workflows, schedules, and service expectations.

Employees regularly input, retrieve, and exchange information accurately using digital systems and applications to support operational and customer service objectives.

The role requires the ability to receive and exchange information with customers, peers, supervisors, and cross-functional partners through available communication channels, which may include meetings, email, phone, and digital collaboration tools, and may involve real-time, verbal, or in-person exchanges depending on business need.

Job duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems. The role requires the ability to read, analyze, and interpret information displayed on computer screens and remain in a working posture for extended periods, consistent with the demands of the position.

Work may be performed in a contact center, office, or remote environment, depending on business needs and the nature of the role. Onsite work environments may include shared workspaces, standard office lighting, and moderate background noise typical of customer service or operational settings.

Employees working remotely are responsible for maintaining a secure and productive workspace with reliable internet connectivity that supports company systems and safeguards the confidentiality of company and customer information.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws.

Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement.