Customer Experience Insights Analyst

About Tala Tala is AI-native credit infrastructure for the global majority, combining proprietary risk intelligence with an expanding network of capital and distribution partners to power credit access at scale. Backed by more than $500 million in funding, Tala has distributed more than $7 billion in capital to more than 13 million customers across Africa, Latin America, and Asia—building one of the most robust datasets on thin-file borrowers anywhere in the world. Our mission is simple yet bold: to unleash the economic power of the global majority. We are looking for daring, data-driven leaders passionate about building the trust and credit infrastructure for the global majority. Our pioneering work and proven impact have earned us consistent recognition, including being named to: CNBC’s Disruptor 50 for five years. CNBC’s World's Top Fintech Companies for two consecutive years. Forbes’ Fintech 50 list for nine consecutive years. Visionary investors, persuaded by the economic power of the global majority, have committed half a billion dollars in equity and debt to Tala's success. Given the global nature of our team, we operate on a remote-first approach with office hubs in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India. Most Talazens join us because they connect with our mission. If you are energized by the impact you can make at Tala, we’d love to hear from you! About the Role The Operational Excellence Analyst will utilize the 100% coverage provided by AI to identify deep-seated customer pain points, sentiment trends, and brand adherence gaps that manual sampling missed. What You'll Do Deep-Dive Research: Analyze full-scale interaction data to identify recurring "friction points" in the customer journey that lead to churn or recovery failures. Sentiment Trend Analysis: Track changes in customer sentiment over time, correlating shifts with product updates, marketing campaigns, or macro-economic factors. Process Improvement Proposals: Collaborate with Product and Process teams to redesign scripts or workflows based on Voice of the Customer (VoC) findings. Behavioral Auditing: Perform targeted qualitative audits on high-value or "edge case" interactions that require a deeper human touch beyond standard AI scoring. CSAT/NPS Correlation: Map quality behaviors (e.g., empathy, resolution speed) to customer satisfaction scores to prove the ROI of quality initiatives. Reporting & Presentation: Deliver monthly research briefs to the Growth and Product teams, serving as the "voice" of the consumer within the business. What You'll Need Qualitative Analysis: Interpreting sentiment data and conversational nuances at scale. Communication: Excellent skills to present complex qualitative findings to senior leadership. Empathy & Insight: Strong understanding of consumer behavior and psychological drivers. Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we’re proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.