Senior Analyst, Business Partnership - Merchant Ops

About the role

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 design

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