Senior Business Operations Analyst

About the Role

At SoFi, we’re on a mission to help our members achieve financial independence and reach their goals — from owning a home to paying off debt to investing for the future. Our Operations team is at the heart of delivering a world-class member experience.

We’re looking for a Senior Data Analyst to join our Operations Performance Management team. In this role, you’ll turn data into insights and insights into action. You’ll help us understand what drives performance, where we can improve, and how we can continue to deliver seamless experiences to our members.

This role will report to the leader of Ops Business Intelligence and will work closely with our Work Force Management leaders. This is a highly visible role within SoFi’s data science and Business Intelligence community and directly contributes towards key company goals and objectives. 

What You’ll Do

• Build, automate, and maintain dashboards, reports, and performance scorecards that measure operational performance, member experience, and CX health across multiple channels.
• 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 collection, analysis, and interpretation of CX operational data, including contact center metrics, resolution rates, NPS/CSAT trends, and service level performance.
• Develop reporting frameworks that unify data from multiple sources (CRM, workforce management, QA, and survey tools) into cohesive, actionable insights.
• Conduct variance analysis, root cause investigations, and performance deep dives to identify drivers of member friction or operational inefficiency.
• Own and drive the reporting roadmap for Operations Performance Management, ensuring consistency, data accuracy, and scalability.
• Translate analytical findings into strategic recommendations that influence process design, workforce planning, and continuous improvement initiatives.
• Serve as a thought partner to leadership — helping define what operational excellence looks like through data.
• Collaborate with Product, Engineering, Data Science, and BI teams to enhance data accessibility and automate recurring analytics.
• Lead data storytelling efforts, ensuring insights are communicated clearly and persuasively to both technical and non-technical audiences.
• Mentor junior analysts and cross-functional partners on best practices for data-driven performance management and visualization.
• Act as a reporting leader for CX Operations, setting standards for how SoFi measures, monitors, and improves the member experience through data.

What You’ll Need

• Bachelor’s degree in Data Science, Statistics, Analytics, Economics, Engineering, or a related field (Master’s preferred).
• 5+ years of experience in data analytics, operations analytics, or business intelligence.
• Advanced SQL skills and experience with visualization tools such as Tableau, Looker, or Power BI.
• Proven ability to perform root cause and variance analysis in operational settings.
• Excellent communication skills — able to simplify complex data and influence non-technical audiences.
• Strong business acumen and a passion for improving member experiences through data.
  
  

Nice to Have

• Experience in financial services, fintech, or contact center operations.
• Familiarity with Python, R, or other analytical tools.
• Knowledge of process improvement frameworks (Lean, Six Sigma, etc.).