Business Analyst - Service Central Operations

About Us

Paytm is India’s leading mobile payments and financial services distribution company and a pioneer of the QR payments revolution. We build technologies that empower small businesses and drive financial inclusion at scale. Our mission is to bring half a billion Indians into the mainstream economy through the power of technology.

Role Overview

We are looking for a highly driven Business Analyst – Merchant Experience & Analytics who can go beyond reporting to own merchant experience metrics end-to-end. This role sits at the intersection of data, product, and operations, with a strong focus on identifying gaps, building scalable dashboards, and driving measurable business outcomes.

You will be expected to think like a business owner, proactively define what needs to be tracked, and translate data into clear, actionable insights that improve activation, engagement, and merchant satisfaction.

Key Responsibilities

1. Merchant Experience Ownership

• Define, track, and evolve key merchant KPIs:
• Activation Rate
• Time to First Transaction
• Ticket Resolution Time (TAT)
• Retention & Repeat Usage
• Identify drop-offs, bottlenecks, and friction points across the merchant journey
• Proactively recommend new metrics and tracking frameworks aligned with business goals
• Analyze ticket quality metrics such as reopen rates and false closures to identify process gaps
• Drive root cause analysis (RCA) on recurring merchant issues and experience gaps

2. Dashboard Development & Automation

• Build and manage scalable dashboards using:
• Apache Superset
• Looker (or similar BI tools)
• Write optimized SQL queries and create reusable datasets
• Design dashboards focused on decision-making (insight-first, not visual-heavy)
• Automate reporting workflows, alerts, and scheduled updates
• Ensure data accuracy, consistency, and usability across stakeholders

3. Data Analysis & Insights

• Perform deep-dive analyses to uncover trends, patterns, and root causes
• Generate structured daily/weekly insights for business and leadership teams
• Translate complex data into clear business narratives and recommended actions
• Partner with Product, Operations, and Training teams to drive improvements based on insights

4. Automation & Smart Insights (Good to Have)

• Integrate dashboards with AI tools (e.g., Claude, ChatGPT) for automated insights
• Enable anomaly detection, automated summaries, and alerts
• Use basic Python / APIs to streamline data workflows and reporting

5. Agile Execution & Continuous Improvement

• Rapidly iterate on dashboards based on business feedback
• Continuously improve tracking frameworks and reporting quality
• Follow a fast execution and versioning mindset for analytics delivery

Required Skills

Must-Have

• Strong SQL expertise (joins, aggregations, window functions)
• Hands-on experience with BI tools (Superset, Looker, or similar)
• Strong analytical thinking and structured problem-solving ability
• Ability to work independently with minimal guidance
• Solid understanding of business funnels and KPI tracking

Good-to-Have

• Basic knowledge of Python and APIs
• Experience with automation (alerts, scheduling, workflows)
• Exposure to AI tools for analytics (Claude, ChatGPT, etc.)
• Experience in merchant, fintech, or operations domains

Qualifications

• Bachelor’s or Master’s degree in Mathematics, Statistics, Economics, Computer Science, or related field
• 2–5 years of experience in Business Analytics / Data Analytics / BI roles

Why Join Us

At Paytm, you won’t just analyze data—you’ll directly influence decisions that impact millions of merchants across India. You’ll work on high-scale problems in a fast-paced environment that values ownership, speed, and impact.