Product Analyst – Call Center Analytics

3 days ago

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Lendbuzz

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Finance • Fintech

Lendbuzz is a US-based fintech company that offers auto loans, private-party vehicle financing, and refinancing solutions by evaluating applicants’ broader financial profiles rather than relying solely on traditional credit scores. The company provides a streamlined digital application and verification process for consumers and partners with car dealerships to originate loans quickly and securely; loans are made by Lendbuzz Funding, LLC.

201 - 500 employees

Founded 2015

💸 Finance

💳 Fintech

📋 Description

• Conduct deep-dive exploratory analyses to understand user pain points, “ah-ah” moments, and product usage insights. • Collaborate with product teams to build reusable or ad hoc data views, influencing strategy, design, and development. • Design, develop, and maintain dashboards and reports using SQL (CTEs, window functions, etc.) or scripting languages, offering real-time visibility into product performance. • Track and evaluate the success of product launches and A/B experiments; monitor system and product performance post-launch. • Conduct quality checks on analytics events and recommend enhancements to amplify product performance. • Participate actively in agile processes, from design through implementation and deployment. • Analyze performance metrics (call volumes, handle times, abandonment, NPS/CSAT, agent productivity) to uncover trends and opportunities. • Partner with Operations, Product, and CX teams to translate call data into process and product recommendations. • Develop dashboards and KPI frameworks to drive decisions around call routing, workforce optimization, and automation. • Run root-cause analyses to pinpoint inefficiencies and improve customer journeys. • Influence product roadmaps and automation initiatives with thoughtful data insights. • Lead A/B tests and other experiments to measure outcomes in call center performance.

🎯 Requirements

• 5+ years of experience in **data/product analysis**, including call center analytics. • SQL expertise; comfortable with complex queries, including CTEs and window functions. • Proficiency in BI tools like Sigma, Tableau, or Power BI; experience with DBT is a plus. • Basic knowledge of Python and Git. • Strong data experimentation and statistical analysis background. • Expertise in call center platforms and KPIs; **Genesys experience is a plus.** • Excellent around cross-functional collaboration (Product, Engineering, CX, Ops). • Strong problem-solving, critical thinking, and business acumen. • Creative, proactive, organized, and growth-minded. • Fluent in English (written and verbal).