Senior Analyst, Business Partnership - Merchant Ops

Company Description

We’re Checkout.com. You might not know our name, but companies like eBay, Spotify, Klarna, Uber, and Sony do, because we’re behind many of the digital experiences you use every day.

We are where the world checks out, enabling over 10 billion transactions yearly for more than one billion global shoppers.

Whether you want to book a holiday, order food, renew a subscription, or check out online, there’s a good chance our tech powers the payments behind the scenes. Our platform helps the most ambitious businesses deliver effortless digital experiences, at scale.

If you want to do career-defining work, you’ve come to the right place. We move fast, think globally, and believe great teams are built by hiring exceptional people with conviction, curiosity, and the desire to make an impact.

With 20 offices across six continents and London as our HQ, we’re shaping the future of fintech - and we’re just getting started.

This is a strategic operations role designed for a "builder-strategist" with a genuine interest in how AI is reshaping merchant support and operations. You will sit at the right hand of the Head of Operational Excellence, supporting our Merchant Operations leadership across Merchant Care and Merchant Configuration. Your mission is to bridge strategy and execution, translating complex operational challenges into clear, decision-ready narratives, and identifying where AI and intelligent automation can create step-change improvements in how we serve, configure, and retain merchants.

What you will be doing

• Build business cases for structural and technology changes: cost-to-serve analysis, capacity modelling, AI investment sizing, and trade-off frameworks across Merchant Care and Config.

• Develop the strategic narrative for how Merchant Operations evolves - from reactive support to a proactive, insight-led merchant success function.

• Own the AI opportunity roadmap for Merchant Ops: identify where LLMs, autonomous agents, and intelligent automation can reduce manual handling burden, improve first-contact resolution, or unlock new service capabilities.

• Evaluate and shape AI vendor strategy - assessing build vs. buy decisions, trialling new tooling, and building the business case for adoption across Care, Config, and self-serve merchant journeys.

• Work with Data and Product teams to translate operational requirements into AI product direction - including Fin (AI bot) optimisation and knowledge management tooling.

• Define how AI performance is measured operationally: design the metrics, tracking, and feedback loops that validate whether AI tooling is delivering against service quality and efficiency outcomes.

• Partner with the Data Analytics team to commission and interpret analysis - you define the questions, they build the answers, and together you shape the insight.

• Collaborate with Process Architects to identify automation and AI integration points within process-level redesigns across Care workflows and Config request handling.

• Synthesise inputs across operational data, product roadmap changes, merchant feedback, and AI capability developments into coherent strategic views.

• Provide scenario-based recommendations for headcount planning, geographic expansion, service tiering, and technology investment - with AI impact modelled explicitly.

• Own the operating cadence for Merchant Ops: leadership meetings, planning cycles, OKR setting, retrospectives, and cross-functional syncs.

• Act as a triage and prioritisation layer for inbound requests to leadership - ensure the right things get attention and nothing critical falls through.

About you

• 3+ years in strategy, operations, consulting, business operations, or a Chief of Staff role - ideally in fintech, payments, or B2B SaaS.

• Exposure to merchant support, customer operations, or B2B service delivery environments is a strong advantage - you understand what drives contact volume, handle time, and merchant satisfaction.

• Demonstrable experience designing or contributing to operating model decisions: org design, service tiering, channel strategy, or workflow redesign.

• Genuine curiosity about AI and its applications in support and operations - you follow developments in LLMs, agents, and conversational AI, and can translate that into practical business opportunities.

• Experience evaluating or deploying AI/automation tooling in an operational context: you've shaped a build-vs-buy decision, run a vendor pilot, or defined success metrics for an AI or automation initiative.

• Exceptional communication skills: you write board-quality documents, present confidently to senior audiences, and distill complexity into clarity.

• Strong commercial instinct - you think about merchant operations through the lens of cost-to-serve, contact avoidance, and merchant lifetime value, not just process efficiency.

• Analytical fluency: you don't need to write SQL or train models, but you understand how AI systems make decisions, know how to interrogate outputs critically, and can spot when a model is producing nonsense.

• High agency, low ego, and comfort with ambiguity - you create structure where there is none and don't wait to be told what's important.

Additional Information

Bring all of you to work

We create the conditions for high performers to thrive, through real ownership, fewer blockers, and work that makes a difference from day one.

Here, you’ll move fast, take on meaningful challenges, and be recognized for the impact you deliver. It’s a place where ambition gets met with opportunity, and where your growth is in your hands.

We work as one team, and we back each other to succeed. So whatever your background or identity, if you’re ready to grow and make a difference, you’ll be right at home here.

It’s important we set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable.

Life at Checkout.com

We understand that work is just one part of your life. Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and connection.

Curious about what it’s like to be part of our team? Visit our Careers Page to learn more about our culture, open roles, and what drives us.

For a closer look at daily life at Checkout.com, follow us on LinkedIn and Instagram