SME Onboarding Analyst (Worldfirst)

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WorldFirst is a leading global payments platform dedicated to making international money transfer and commerce seamless and efficient for businesses worldwide. We leverage cutting-edge technology to break down financial borders and empower our customers to trade globally.

We are seeking a highly motivated and detail-oriented SME Onboarding Analyst to own and optimize the core user journey : account registration and onboarding for the WorldFirst platform. You will be the crucial bridge between our users, the product, and the business, ensuring that every new customer's first experience is smooth, successful, and sets the stage for long-term engagement.

Your primary mission is to drive user acquisition and activation by making the sign-up process as efficient, clear, and user-friendly as possible, while ensuring compliance and security .

Key Responsibilities

• Onboarding Product Management & Optimization
• Analyze user behavior data (funnel conversion, time-to-complete, drop-off rates) to identify key areas for improvement.
• Collaborate with the Product team and UX / UI designers to propose, specify, and test new features and iterations to the onboarding process.
• Collaborate with the Risk team to increase the success rate of account KYB verification, especially for the one-time success rate.
• Collaborate with regional teams globally to incorporate region-specific needs.
• Operational Excellence & User Support
• Develop, maintain, and update help center articles, FAQs, and in-product guidance (tooltips, tutorials) for the registration process.
• Serve as a subject matter expert for internal teams (Customer Support, Sales, Compliance) on onboarding-related queries and issues.
• Monitor the onboarding funnel in real-time, proactively identifying and troubleshooting technical or usability issues that block users.
• Manage and iterate on the user verification and KYC process, balancing user convenience with regulatory requirements.
• Data Analysis & Reporting
• Build and maintain dashboards to track key onboarding metrics (e.g., registration completion rate, verification success rate, time-to-first-transaction).
• Generate regular reports on onboarding performance, providing actionable insights and recommendations to leadership and cross-functional partners.
• Conduct A / B tests on UI copy, form fields, and process flow to optimize for conversion.
• Cross-functional Collaboration
• Work closely with the Compliance & Legal team to ensure the onboarding process adheres to all global and local regulations.
• Partner with the Marketing team to ensure a seamless journey from ad click to fully onboarded user.
• Liaise with Customer Support to understand common user issues and translate them into product improvements.

Requirements

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