Insights Analyst, Dispute Experience

Analytics & Root-Cause Identification:

• Translate complex data signals into root-cause narratives.
• Define success metrics, KPIs, and monitoring frameworks.
• Build enhanced metric and KPI frameworks that help identify emerging trends.

AI-Enabled Automation & Decisioning:

• Partner with Product, Engineering, Fraud Strategy, and Ops to evaluate and improve AI-enabled workflows.
• Analyze model outputs, false positives/negatives, and decision accuracy to recommend enhancements.
• Measure operational and member impact of automation changes.

Executive Communication & Storytelling:

• Create concise, executive-level summaries.
• Present Trust & Safety insights to senior leadership.

Cross-Functional Alignment & Leadership:

• Work closely with Operations, Risk, Product, and Engineering.
• Proactively communicate progress, updates, timelines, and risks across stakeholders.
• Help drive clarity in ambiguous environments.