The role: 

As an Operations Transformation Business Analyst, you will play a central role in advancing SoFi’s digital servicing strategy and accelerating our shift toward automation, self-service, and scalable operational workflows. This role supports the ongoing transformation of Operations by evaluating complex processes, defining improvement opportunities, and ensuring that new technologies and capabilities are effectively designed, deployed, and adopted across the organization. Your work will directly enhance member experience, reduce manual effort, and improve the efficiency and consistency of servicing operations. 

What you’ll do: 

• Process Analysis 

Conduct structured assessments of current operational processes and servicing workflows to identify gaps, manual effort, and areas where automation or self-service can drive meaningful efficiency and quality improvements. 

• Requirements Definition 

Partner with stakeholders across Operations, Product, and Engineering to gather requirements, clarify business needs, and translate transformation goals into actionable specifications for new capabilities and workflow redesigns. 

• Data-Driven Insights 

Analyze operational and servicing data to quantify baseline performance, surface trends, and measure the expected and actual impact of automation, workflow changes, and self-service enhancements on KPIs. 

• Solution and Workflow Design 

Develop recommendations, process maps, and solution designs that streamline 

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law. end-to-end workflows, strengthen controls, and support scalable automation. Ensure designs align with the long-term digital servicing strategy and platform roadmap.

• Business Case Development 

Build business cases and benefit analyses that clearly articulate the value, cost savings, risk reduction, and member experience improvements enabled by automation and transformation initiatives. 

• Change Management and Readiness 

Support change adoption by preparing documentation, facilitating training and communication, and partnering with operational leaders to ensure teams are equipped to transition to new processes and technologies. 

• Cross-Functional Execution 

Work closely with Product, Engineering, Fraud, Compliance, and Operations to align on priorities, ensure solution feasibility, and drive coordinated delivery across teams responsible for self-service and automation capabilities. 

• Initiative Governance 

Support intake, prioritization, and ongoing governance of transformation initiatives to ensure alignment with strategic objectives, resource capacity, and operational readiness requirements. 

What you’ll need: 

• Bachelor's degree in Business Administration, Operations Management, or a related field. Master's degree or MBA preferred. 


• Proven experience (2 years) in business analysis, operations management, or process improvement roles, preferably within a transformational environment. 


• Strong analytical skills with the ability to gather, interpret, and analyze complex data sets to drive actionable insights. 


• Proficiency in process mapping, workflow analysis, and process optimization techniques (e.g., Lean Six Sigma). 


• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization. 


• Project management experience, with a track record of successfully managing complex projects from initiation to completion. 


• Change management expertise, including experience facilitating organizational change and driving the adoption of new processes and technologies. 


• Highly motivated self-starter with a passion for driving continuous improvement and operational excellence. 


• Proven experience improving profitability and reducing cost by optimizing operational capabilities 


• An understanding of the Galileo Business, Products, and Services is a plus ● Proven track record of execution in a multi-disciplinary, high-paced environment ● Ability to write and communicate clearly to internal stakeholders and vendors ● Capable of grasping and utilizing complex ideas and strategies 


• Vendor management experiences are a plus