Strategy & Planning Associate - Customer Operations

About Klarna

Klarna was founded in Stockholm, Sweden in 2005. Since then we've changed the banking industry forever. And now we're creating the world's smoothest shopping experience. We serve over 90 million consumers worldwide, and partner with 250,000 merchants – with a new merchant joining us every 8 minutes. Including some of the world's leading brands, such as H&M, ASOS, IKEA, Adidas, Samsung and Lufthansa. Our offices are spread over 17 different markets, hosted by 5000+ employees from 100+ nationalities.

About the role

In this role, within the Global Customer Operations Strategy & Planning team, you will deliver high-priority strategic projects to drive a significant impact on Klarna’s customers and partners across all lines of business. You will help support decision-making in the region through your critical thinking, strategic mindset, and data-driven approach. This role requires strong problem-solving and analytical skills, excellent planning and prioritization habits, and the ability to articulate and present information to stakeholders at all levels of the business.

What you'll do

  • Help craft Klarna’s customer experience and support for the future, you can quickly jump from the details into helicopter view and shape the road ahead
  • Develop strategic insights to support sustained growth for Klarna’s Customer Operations
  • Leverage data to provide performance insights across different areas of the business
  • Scope new opportunities across verticals & products, performing a broad range of quantitative and qualitative analyses
  • Conduct industry benchmarking analysis to advise senior leadership on business priorities
  • Partner with Market leads to measure the impact & efficiency of business initiatives
  • Build executive ready materials and work cross-functionally with business partners
  • Provide thought leadership on problems without precedent

What you'll need

  • Minimum 3 years of experience in consulting, corporate strategy, business ops roles
  • Experience leading large cross-functional and data-driven projects
  • Advanced skills in Excel / Google Sheets
  • Highly detail-oriented
  • Strong Analytical and problem-solving skills

Preferred qualifications

  • Ability to work with ambiguity in a fast-paced environment
  • Experience creating exec ready materials (docs, recommendations) and working closely with leadership
  • Critical thinking - the ability to understand strategic business drivers across disparate businesses will be essential
  • Team player - this is a highly collaborative role that will work with a range of senior leaders
  • Passion for crafting magical customer experiences
  • Proficiency in writing queries preferred (SQL); ability and willingness to develop proficiency is a must
  • Undergraduate/master's degrees in Economics, Statistics, Business, Finance, and other data related areas
  • Experience in the Financial or Payments industry is a plus
Klarna is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates. Please refrain from including your picture and age with your application.