Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $33 billion in affordable and responsible credit to our 5.5M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.
We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.
Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition for being a best company for Diversity, Women, Culture, and Veterans.
We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1850 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.
About the Role:
Upgrade is looking to grow our 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.
What You’ll Do:
- Consult with internal operations leaders to identify problems or opportunities that can leverage data and analytics to identify solutions
- 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
- Create professional visualizations and presentations to communicate findings and complex information to stakeholders in a concise and effective manner
- Manage multiple projects, prioritize tasks, meet deadlines and drive successful completion of analytics work while maintaining a high level of accuracy
- Ask probing questions to develop data solutions that will not only meet the stakeholders requirements, but also support the goals for the use case
- Drive best practices to improve the overall quality of our analytics practices and effectiveness of the integration of insights related to capacity planning, workload forecasting, workforce analytics, business impact analytics, call center analytics and customer analytics
- Partnering with operations leaders, develop and support the roll-out of business KPIs and associated Tableau dashboards that simplify decision making and ensure operational success
- Pay attention to small details, identify errors, and maintain high levels of accuracy when working with data
- 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 or related 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
- Advanced knowledge of data modeling, database management and data warehousing
- Strong proficiency with Tableau or related data visualization tools (PowerBI, Qlik, etc.)
- Strong problem-solving and analytical skills
- Strong communication, active listening and presentation skills
- Ability to work independently and as part of a team
- Strong proficiency in MS Excel & PowerPoint and/or Google Sheets & Slides
- Experience in financial services is preferred
Nice to Have:
- Experience with Contact Center Analytics is a plus
- Experience with Python is a plus
What We Offer You:
- Competitive salary and stock option plan
- 100% paid coverage of medical, dental and vision insurance
- Flexible PTO
- Opportunities for professional growth and development
- Paid parental leave
- Health & wellness initiatives
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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