Senior Business Operations Analyst

Employee Applicant Privacy Notice Who we are: Shape a brighter financial future with us. Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world. About the Role We’re looking for a Senior Data Analyst to join the Business Intelligence team supporting Operations at SoFi. In this role, you will be the analytical engine supporting various Operations functions and initiatives, translating complex operational data into the insights and narratives that drive performance, service quality, and member experience. This role sits within a broader data organization and supports stakeholders across Frontline and Backline Operations Teams, Workforce Management, and Customer Experience teams. You will help operational leaders better understand performance and identify bottlenecks by architecting comprehensive reporting frameworks and performing deep-dive diagnostic analyses to uncover the 'why' behind our metrics. You will work across a diverse spectrum of operational datasets—including omnichannel contact data, IVR and chatbot interactions, customer experience (CX) sentiment metrics, and agent productivity performance. This is a strong fit for someone who thrives at sitting in the intersection of business operations and data analytics. You have a talent for building deep partnerships to understand operational needs, a passion for building reporting and analytical frameworks from the ground up, and a track record of leveraging modern AI tools to work faster and smarter to pave the strategic roadmap for our Operations team. What You’ll Do • Serve as a thought partner to leadership — helping define what operational excellence looks like through data. • Act as a reporting leader for Operations, setting standards for how SoFi measures, monitors, and improves the member experience through data . • Own and drive reporting roadmaps, ensuring consistency, data accuracy, and scalability. • Partner with Operations and CX leaders to define, monitor, and evolve key performance indicators (KPIs) that align with service excellence and business objectives. • Lead the design, automation, and maintenance of Tableau reporting suite for Operations stakeholders, establishing a scalable 'source of truth' for operational performance and member experience metrics. • Partner with Data Engineering to define business logic and data requirements, ensuring that upstream data collection is structured to support accurate, scalable downstream analytics. • Develop reporting frameworks that unify data from multiple sources ( ex. customer experience metrics, contact center systems, agent productivity tracking, workforce management, and survey tools ) into cohesive, actionable insights. • Lead deep-dive diagnostic analyses—including variance and root cause investigations—to uncover performance drivers and identify opportunities to reduce member friction or operational inefficiency. • Leverage cutting-edge AI tools (such as Claude, Cursor, ChatGPT, and AI coding assistants) to accelerate analytical workflows, automate query/script building, and deliver faster, smarter insights. • Proactively identify emerging trends and 'unknown unknowns' within operational data to alert leadership of risks or opportunities before they impact member experience or