Analyst II, Full Stack (Customer Servicing Analytics)

## About the Role As an Analyst II, Full Stack at Affirm, you will be part of the Operations Analytics team, which plays a critical role in shaping the company's servicing strategy. Your day-to-day responsibilities will include analyzing data to inform decisions across contact channels, customer segmentation, capacity planning, forecasting, and repayment operations. You will work closely with cross-functional teams to drive meaningful business impact, leveraging your strong analytical skills and ability to communicate complex ideas effectively. The Operations Analytics team is integral to Affirm's mission to make credit more honest and friendly. By applying data-driven insights, the team helps optimize operations, improve customer experiences, and drive business growth. As a key member of this team, you will have the opportunity to work with cutting-edge technologies, including AI and machine learning, to solve complex problems and drive innovation. The company culture at Affirm values collaboration, creativity, and a passion for innovation. As a remote team member, you will be expected to work independently and manage your time effectively, while also being an active participant in virtual team meetings and collaborations. ## What You Will Do - Own planning and staffing for launches and special teams in the UK and new geographies, developing and maintaining guardrail metrics to ensure operational efficiency.

• Build working familiarity with underlying data, including demand signals, agent rosters, and agent activity, to inform forecasting and decision-making.
• Develop and maintain forecasting models using time series, regression, and machine learning to support contact forecasting, headcount planning, and budgeting.
• Partner with stakeholders to frame planning and forecasting problems, develop supporting metrics and diagnostics, and support high-quality decisions.
• Report on forecast health for the UK, CA, and other geographies, advising Customer Operations real-time management on agent productivity and curating AI knowledge for Customer Operations and Infrastructure forecasting.
• Surface productivity and efficiency improvements using budget and financial performance data, presenting recommendations to leadership and driving timely decisions.
• Stay current on the business and our changing technical environment, adapting analytics approaches as needed to ensure continued relevance and impact.
• Collaborate with operational planning and other analytics teams to understand the business context for headcount and workforce scheduling, ensuring accurate forecasts and informed decision-making.

## What We Are Looking For - Bachelor's, Master's, or PhD in a quantitative field (e.g., statistics, industrial engineering, operations research) and 5+ years of experience solving forecasting, planning, or related quantitative problems.

• Strong proficiency in SQL and Python or R, with hands-on experience with a modern cloud-native data platform (e.g., Databricks, Snowflake, BigQuery, or equivalent).
• Hands-on experience using AI/LLM tooling across the analytics workflow, including writing, validating, and iterating on AI-generated SQL and Python, and integrating AI outputs into stakeholder-trusted analyses.
• Experience building optimization models using linear programming techniques (e.g., CPLEX, Gurobi) is a plus.
• Strong experience developing and validating statistical forecasting models, with disciplined approaches to performance measurement, backtesting, and robust error tracking.
• Proven ability to independently structure ambiguous problems and select the appropriate analytical approach without predefined direction.
• Clear, persuasive communicator with strong stakeholder management skills and the ability to influence senior leaders across technical and non-technical audiences.

## Nice to Have - Experience with Agile development methodologies and version control systems like Git.

• Familiarity with cloud-based data platforms and data engineering principles.
• Knowledge of machine learning algorithms and their applications in forecasting and optimization problems.

## Benefits and Perks - Competitive salary and benefits package, including health insurance, retirement savings, and paid time off.

• Opportunity to work with a cutting-edge fintech company that is making a real impact in the consumer credit space.
• Collaborative and dynamic work environment with a team of experienced professionals who are passionate about data-driven decision-making.
• Professional development opportunities, including training and education programs, to help you grow in your career.
• Flexible remote work arrangements, with the option to work from anywhere in the US.
• Access to the latest tools and technologies, including cloud-based data platforms and AI/ML tooling.

- To stand out in this role, make sure your resume and cover letter highlight your experience with data analytics, AI/ML, and statistical modeling.

• Be prepared to discuss specific examples of how you have applied data-driven insights to drive business decisions in previous roles.
• Familiarize yourself with Affirm's products and services, as well as the company's mission and values, to demonstrate your enthusiasm and understanding of the company's goals.
• Consider creating a portfolio of your work, including examples of forecasting models, data visualizations, and written reports, to showcase your skills and experience.
• During the interview process, be prepared to ask thoughtful questions about the company culture, team dynamics, and opportunities for professional growth and development.
• Don't be afraid to negotiate salary and benefits – Affirm is known for offering competitive packages to its employees.