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Customer Success Business Improvement Analyst
Xendit
IT, Customer Service, Sales & Business Development
Jakarta, Indonesia
Posted on Aug 4, 2025
Xendit provides payment infrastructure across Southeast Asia, with a focus on Indonesia, the Philippines and Malaysia. We process payments, power marketplaces, disburse payroll and loans, provide KYC solutions, prevent fraud, and help businesses grow exponentially. We serve our customers by providing a suite of world-class APIs, eCommerce platform integrations, and easy to use applications for individual entrepreneurs, SMEs, and enterprises alike.
Our main focus is building the most advanced payment rails for Southeast Asia, with a clear goal in mind — to make payments across and within SEA simple, secure and easy for everyone. We serve thousands of businesses ranging from SMEs to multinational enterprises, and process millions of transactions monthly. We’ve been growing rapidly since our inception in 2015, onboarding hundreds of new customers every month, and backed by global top-10 VCs. We’re proud to be featured on among the fastest growing companies by Y-Combinator.
About the Job
At Xendit, we’re looking for a Business Improvement Analyst who’s passionate about solving problems and driving efficiency through data, automation, and smart process design. You’ll work across teams to identify bottlenecks, propose solutions, and implement tools that make our operations faster, smarter, and more scalable. In this role, you’ll conduct deep-dive analyses, translate business needs into automation requirements, and own end-to-end deployment — from configuration to documentation. You’ll also play a key role in troubleshooting and continuously improving our internal systems to support a seamless customer experience.
We’re looking for someone who’s analytical, technically curious, and ready to take ownership. If you enjoy turning complexity into clarity and driving meaningful impact across teams, we’d love to work with you.
Minimum Qualifications
- 2+ years of experience in business improvement, process improvement or a related role.
- Proven experience in deploying automation/tools/systems for the operations team.
- Basic understanding of programming language & scripting (e.g., Python, JavaScript, or similar languages).
- Strong analytical, and problem solving skills with proven ability to identify the root causes, and potential solutions for corrective, and preventive actions.
- Ability to drive projects independently (self-driven), working efficiently to deliver results rapidly (meet deadlines) and engaging the relevant stakeholders throughout the process (strong team player).
- Excellent communication and interpersonal skills.
Preferred Qualifications
- Bachelor Degree in Information Technology, Computer Science, Industrial Engineering or a related field.
- 2+ years of experience in IT, engineering or a related role with a strong emphasis on technical integration to automate processes, configure systems, and integrate various tools.
- Proven experience in deploying automation/tools/system to increase customer experience
- Advanced understanding of database and programming language (e.g., Python, JavaScript, or similar languages).
- Practical experience with AI models (e.g., GPT, Gemini, Claude, LLama, etc ).
- Proficiency in prompt engineering: The ability to craft effective prompts to guide AI models for specific tasks (e.g., content generation, summarization, code generation, data extraction).
- Preferably has experience in technical proficiency for customer experience, and proven experience on operational excellence or automation.
- Ability to analyze complex data sets and derive actionable insights.
Responsibilities
Opportunity Identification (15%):
- To conduct in-depth analysis of existing business processes, systems, and data to identify inefficiencies, bottlenecks, and areas ripe for improvement or automation.
- To proactively research and evaluate emerging technologies, best practices, and industry trends to identify potential solutions and opportunities for innovation.
Solutioning and Problem Solving (15%):
- To identify, and propose comprehensive solutions to solve issues, inefficiencies, and bottlenecks.
- To conduct feasibility studies and define the impact (success metrics) to evaluate potential risks, and benefits for proposed solutions.
Automation Configuration & Deployment (35%):
- To translate all requirements to implement initiatives related to automation, tools, and platforms.
- To configure, test, debug, and deploy relevant automation, tools, and platforms to implement initiatives related to customer experience.
- To create clear and concise documentation for automation configurations, troubleshooting guides, and best practices to facilitate knowledge transfer and future scalability.
Troubleshooting & Continuous Improvement (35%):
- To collaborate with relevant stakeholders to troubleshoot and resolve technical issues related to automation implementations, ensuring minimal disruption to customer-facing operations/customer experience.
- To propose and implement improvements to our internal processes and tools to streamline automation development, deployment, and maintenance.
