Senior Business Analyst

Are you looking for an opportunity to apply your skills and talent to spark both innovation and positive social change? Symend is a rapidly growing fintech company that combines behavioral science with advanced AI, data, and analytics capabilities to enable companies to engage at-risk customers more effectively and humanely. By creating better ways to approach individuals with empathy and dignity at the time when they need it most, Symend’s employees are helping to transform the science of customer engagement and improve lives in North America and around the world.

The Opportunity

The Senior Business Analyst is the quarterback of solution operations in Delivery, and as such has a multi-faceted role that provides opportunities for skills development across multiple domains including data analysis, project management, client communications, and behavioral science.  

During the onboarding phase or our client relationship, Sr. Business Analysts partner closely with a Behavioral Scientist to carry out requirements gathering, ensure that treatment strategies designed align to those requirements and develop communications materials to present these strategies for client approval. 

Post launch, they work collaboratively with Client Data services to produce analyses that enable Client Success Managers (CSMs) to prioritize opportunities and pain points to pursue on client accounts and ensure Behavioral Scientists have the inputs required to design solutions to address them. Business Analysts also coordinate the implementation of these new ideas, measure their impact, and frame narratives to be communicated back to the client. 

This position requires a continuous learning mindset, keen attention to detail, superb written and verbal communication, and the ability to create flawless client deliverables under tight deadlines.  

What You'll Be Doing

• Organize and interpret client documentation and support requirements gathering related to treatment strategy design during the onboarding process, review behavioral science strategies to ensure alignment to client requirements, and support the creation of materials used to communicate treatment strategy proposals to clients. 
• Assist CSM in sizing opportunities and pain points to pursue on client accounts by performing high level data analysis using dashboard tools available, and based on a deep understanding of client specific business rules and current treatment strategy in place. 
• As needed, frame requests to the Client Data Services team to assist in the execution of data analysis requests from CSMs and Behavioral Scientists, and compile analysis results into an internal narrative that can be effectively communicated back to the requestor.
• Coordinate implementation of new treatment or changed treatment designs within the Symend platform – including addressing solution design clarification questions from implementation team members.
• Work with implementation team members and CSM assigned to the account to identify mitigation plans in the event of risks to implementation timelines, scope, or quality.
• Regularly communicate status updates on in-progress requests to impacted internal stakeholders and requestor.
• Monitor ‘solution impact’ dashboards and alert assigned Behavioral Scientist when pre-defined thresholds are hit, or if results are not appearing to fall within these thresholds during the period expected.
• Draft ‘solution impact’ and ‘performance impact’ narratives to be used to communicate impact of treatment changes or overall treatment – and support CSMs and Behavioral Scientists in communicating these narratives to the client.  
• Mentor and onboard new/junior business analysts and other Client Insights team members.   
• Assist in auditing and review activities as required (e.g. data, copy, content).

What You'll Need

Education: 

• Post-Secondary Education, preferably in Business Administration, Psychology or Finance/Commerce

Experience: 

• 3-5 years of experience in Business Analysis and creating impactful client deliverables; experience in management consulting is an asset.
• Previous experience in a client-facing role with a focus on presentations that leverage data to drive client stories and insights.
• Experience working in Microsoft PowerPoint and Excel creating and delivering presentations and developing financial models.
• Industry experience in telecommunications, financial services, credit, or collections is an asset.

Key Competencies and Skills: 

• Ability to formulate and express concepts clearly and succinctly; communication of technical information to a non-technical audience; communication of business informat