Collections Tools Analyst

The Tools Analyst will own the day-to-day operation of the collections technology stack. Customer.io, data ingestion pipelines, EDC integrations, and AI-vendor pilots, turning a stack we currently only maintain into an active recovery and cost-efficiency lever. This is a global role maintaining the strategy across the 8 countries PayJoy operates in. This role targets a will help lift in-country campaign performance through segmentation, monitoring campaign performance and consolidating to the best-performing AI vendors, while reducing manual overhead and cost-per-contact across all markets.

Key Responsibilities

• Build Customer.io end to end: configure, build and monitor collection workflows, messaging sequences and treatment triggers, resolving configuration issues, data discrepancies and workflow failures to keep campaigns performing across all markets.
• Design and maintain automation workflows: build automated treatment triggers, escalation logic and contact-sequencing rules, identifying manual processes that can be automated and documenting all configurations for operational continuity.
• Build and maintain reliable data ingestion pipelines (SQL/Python) that feed customer and account data into Customer.io, ensuring data quality and consistency and proactively resolving pipeline failures - in collaboration with the Data Analyst and engineering.
• Establish and maintain EDC and external-data integrations, ensuring external sources are ingested, validated and available for tools configuration and analysis, and documenting integration workflows and data dictionaries.
• Pilot, measure and roll out new collections tools (AI-powered solutions such as conversational AI and intelligent contact prioritization), treating each vendor as a measurable agency (BPS - Cost - ROI vs. Control), and making data-backed adjustments post-launch to maximize recovery impact.

Qualifications

• Hands-on experience with Customer.io or an equivalent CRM / marketing-automation platform.
• Strong SQL skills for data extraction, analysis, and validation.
• Experience with workflow-automation tools.
• Experience managing data ingestion pipelines and ensuring data quality across integrations.
• Proven experience designing and running A/B tests or controlled experiments, with clear Treatment vs. Control measurement.
• Ability to pilot and configure new tools independently, with minimal supervision.
• Strong documentation skills and the ability to communicate clearly with non-technical, cross-functional stakeholders.
• Analytical, detail-oriented, and proactive in solving problems.

Nice to Have

• Experience with API integrations and connecting to external data sources (EDCs / third-party providers).
• Background in collections operations across multiple markets (LatAm, South Africa, Philippines), including treatment strategies, DPD segmentation, and agency/assignment logic.
• Experience with Databricks or Snowflake.
• Experience with Infobip or similar messaging gateways.
• Exposure to CDP concepts and multi-channel contactability.
• Experience evaluating AI/ML collections vendors.

What Success Looks Like

• Tools and pipelines are reliable, accurate, and up to date, with strong uptime and data quality.
• Campaign performance improves (target: +10 bps) while cost-per-contact decreases.
• Each tool and AI vendor is clearly measured on BPS, cost, and ROI, guiding consolidation toward the top performers.