Analyst II, Full Stack (Customer Servicing Analytics)

The Risk & Analytics team makes crucial decisions that direct Affirm’s business strategy. Our team designs and runs experiments to decide which product features to launch and which marketing campaigns to fund. We analyze performance not just to report on it, but to determine where to invest resources for maximum impact through building tools and analytical frameworks. We take ownership of the entire analytical lifecycle, from initial question to final business decision, ensuring Affirm grows efficiently and intelligently.

We're looking for intelligent, driven professionals to join our team. The Operations Analytics team uses data to shape servicing strategy across contact channels, customer segmentation, capacity planning, forecasting, and repayment operations. The ideal candidate brings strong analytical depth, systems thinking, and the ability to partner cross-functionally to drive meaningful business impact.

AI is integral to the analytics workflow on this team. The analyst applies AI from data exploration through model validation to stakeholder communication, and helps shape how the team uses it. The role requires architectural decisions, strong stakeholder alignment, and embedding AI/ML in core decisions. Operating independently in ambiguous environments is essential.

What You'll Do

Scope

• Planning: Own planning and staffing for UK and new-geography launches and special teams. Develop and maintain the guardrail metrics.
• Foundations: Build working familiarity with the underlying data, including demand signals, agent rosters (team, title, country), and agent activity (delivered hours, status), and license demand.
• Infrastructure forecasts: Own demand forecasts for checkouts and app opens in CA and UK and new geographies.
• Insights:
• Report on forecast health for UK, CA, and other geos (accuracy and outlook).
• Advise Customer Operations real-time management (UK) on agent productivity.
• Curate AI knowledge for Customer Operations (UK) and UK Infrastructure forecasting.

Responsibilities

• Build and maintain forecasting models, using time series, regression, and machine learning, to support contact forecasting, headcount and license planning, and budgeting.
• Partner with stakeholders to frame planning and forecasting problems, develop supporting metrics and diagnostics, and support high-quality decisions.
• Surface productivity and efficiency improvements using budget and financial performance data.
• Present recommendations to leadership, drive timely decisions, and communicate clearly with cross-functional partners.
• Partner with operational planning and