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.
About the Role:
We are looking for a strategic Business Analyst who can go beyond data reporting to influence product and business decisions. This role sits at the intersection of data, product, and strategy—focused on uncovering insights, shaping roadmaps, and driving measurable business impact. You will work closely with leadership and cross-functional teams to define problems, evaluate opportunities, and enable data-backed decision-making at scale.
Key Responsibilities:
- Translate complex data into clear, actionable insights and strategic recommendations for senior stakeholders
- Define, track, and evolve key business and product KPIs aligned with organizational goals
- Identify whitespace opportunities and contribute to the development of new product features, business models, and growth strategies
- Track and analyze ticket reopen rates and false closures to identify gaps in resolution quality and process adherence
- Design and run structured merchant dip surveys post-closure to capture feedback, validate resolution effectiveness, and uncover experience gaps
- Identify recurring patterns across tickets, agent behavior, and issue categories; flag systemic problems and drive cross-functional resolution
- Build and own quality dashboards and root cause analysis (RCA) packs to enable data-driven decision-making for operations and leadership
- Partner with Operations, Product, and Training teams to translate insights into process improvements, SOP enhancements, and agent coaching interventions
Qualifications:
- Bachelor's or Master's degree in Mathematics, Statistics, Computer Science, Economics, or a related field
- 3 – 5 years of experience in analytics, consulting, strategy, or product-focused roles
- Strong problem-solving mindset with the ability to connect data insights to business outcomes
- Hands-on experience in SQL and working with large datasets (MySQL, PostgreSQL, Hive, etc.)
- Experience with data visualization tools such as Looker or Google Data Studio
- Proficiency in Python or R for data analysis/modeling is a plus
- Familiarity with experimentation frameworks, statistical analysis, and predictive modeling
- Strong communication skills with the ability to influence stakeholders across functions
Why Join Us:
At Paytm, you won't just analyze data—you'll shape decisions that impact millions of users and businesses across India. Our culture is driven by ownership, speed, and a relentless focus on customers. As the largest merchant acquirer in the country, we offer a unique opportunity to work on high-scale, high-impact problems at the forefront of India's digital economy.
