AI Process Improvement Analyst

About the role

You will own the end-to-end lifecycle of operational problem solving by diagnosing friction across Upgrade's expanding business operations. This role requires you to partner with operations, product, and customer experience teams to turn ambiguous pain points into clearly defined improvement initiatives. You will design, test, and manage transformed processes using AI tooling, virtual agents, and automation to reduce manual effort and risk. You will analyze complex systems and contact center interactions to uncover root causes and prioritize high-impact opportunities. You will own incident management for automated systems and act as a primary liaison with customer-facing teams. You will translate qualitative feedback and quantitative signals into structured business requirements and process changes. You will continuously monitor key operational domains to ensure reliability, efficiency, and alignment with company goals. This role is embedded in a fast-paced, growth-minded environment where your work directly influences customer outcomes and internal scalability.

Key facts

What you'll do

Identify root cause of issues, operational bottlenecks, and customer pain points through our platform's core services and contact center channels.

Leverage AI prompt engineering and workflow automation to design, test, and execute virtual agent workflows and automated business processes.

Gather anecdotal and quantitative data across Upgrade's proprietary back-end tools, contact center platforms, and third-party system integrations to drive cost-business analysis.

Monitor key systems for Upgrade across operational areas including verifications, servicing, virtual agents, and customer support.

Collaborate cross-functionally with operations, product, and customer experience teams to identify and triage issues across domains, translating operational friction into product scoping, user stories, and business requirements (BRDs) for process improvement.

Responsible for incident management and escalation of issues related to our internal platform and automated customer-facing systems.

Communicate in person with customer-facing teams regarding improvement opportunities, AI/automation feedback loops, and incident response.

Analyze process performance metrics to highlight trends, validate improvements, and recommend adjustments to AI workflows and operational procedures.

Support the implementation and rollout of standardized operating procedures to ensure consistency and compliance across business operations.

Champion data-informed decision making by defining and tracking key performance indicators for process changes and automation initiatives.

Partner with technical stakeholders to integrate new tools and system enhancements that streamline operations and improve the employee experience.

Contribute to documentation, runbooks, and knowledge transfer materials that enable scalable and repeatable process execution.

Requirements

2-3 years of professional experience in business operations, data analytics, product operations, or a systems analyst role.

Financial Services or Fintech background of at least 1 year working within financial services, lending, digital banking, or a similarly regulated fast-paced environment.

Critical thinking skills to recommend original, AI-driven, and highly productive process optimization ideas based on qualitative and quantitative inputs.

Strong written and verbal communication skills to interact effectively with cross-functional stakeholders and customer-facing teams.

Strong attention to detail and demonstrated ability to manage multiple priorities in a dynamic, fast-paced environment.

Comfortable working with data, systems, and processes to identify insights and drive operational improvements.

Experience with workflow automation, virtual agents, or AI tooling is highly valued within a regulated financial services context.

Ability to translate complex operational issues into clear business requirements and actionable project tasks.

Nice to have

Experience with AI prompt engineering and process mining tools.

Experience building and monitoring virtual agent workflows in customer service or operations settings.

Practical notes

This role is based in our Phoenix office on a hybrid schedule requiring 3 days per week in-office.

Travel is not required for this position.

This role is eligible for US work authorization without sponsorship.

Candidates must be authorized to work in the United States on a non-visitor basis (e.g., US citizen, Green Card, Employment Authorization Document).