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About the Role

As Spotify continues to scale, this high-impact finance role serves as a dedicated FP&A partner for global Payments and Customer Service functions. You will own the financial lens on these critical ecosystems, translating complex operational economics into clear financial narratives and building models to inform decisions.

Responsibilities

• Own the end-to-end payments forecast, including processing fees, vendor mix, and refunds, across monthly, quarterly, and annual planning cycles.
• Build and maintain driver-based models, analyze variances against forecast, and explain underlying drivers to leadership.
• Serve as the finance lead on payment partner, processor, and payment-method agreements, modeling deal economics and maximizing value while driving cost efficiencies.
• Build business cases for payment optimization initiatives, including routing, retry logic, and AI/ML-driven optimization.
• Build business cases for checkout experience investments, evaluating the financial impact of flow changes on conversion and acquisition costs.
• Evaluate the economics of local payment methods and align regional performance with global priorities.
• Provide the financial lens on revenue protection and payment risk, quantifying trade-offs and supporting business cases for risk readiness.
• Partner with Financial Engineering and Data Science to verify and reconcile payment fees and improve cost visibility and forecasting accuracy.
• Own the customer service forecast across planning cycles, including contact volumes, channel mix, and support spend.
• Build and maintain workforce models to translate forecasted contact volumes into headcount, staffing, and labor costs.
• Manage the economics of the BPO/vendor portfolio and run scenario analysis for capacity and efficiency initiatives.
• Quantify the financial impact of self-service, automation, and AI-driven deflection on contact volume and cost-to-serve.
• Establish and own the reporting infrastructure for payments and customer service, developing and tracking key performance indicators.
• Act as the primary finance partner to Payments and Customer Service, providing scenario analysis and decision support.
• Partner with Data and Engineering teams to improve forecasting accuracy and cost visibility, translating operational data into financial insight.

Requirements

• 5+ years in FP&A, Corporate Development, Investment Banking, or strategic finance.
• Experience in payments, fintech, subscriptions, customer service/contact centre operations, or other transaction- and labour-intensive businesses is highly preferred.
• Ability to build dynamic, driver-based models that handle complex variables.
• Ability to structure and evaluate commercial agreements, pressure-test pricing and incentive terms, and articulate trade-offs to senior stakeholders.
• Sharp eye for detail and ability to influence senior stakeholders through clear, data-driven narratives and investment cases.
• Comfortable navigating ambiguity and building processes from scratch in a fast-paced, flat organizational structure.
• Comfortable with automated reporting and planning tools (NetSuite/Adaptive, Workday Financials).
• Strong SQL or data fluency.
• Track record of leveraging AI and ML to drive analytical throughput and optimization.

Skills

• FP&A
• Financial Modeling
• Deal Structuring
• Commercial Agreements
• Data Analysis
• SQL
• AI/ML
• Workforce Modeling
• Scenario Analysis

Location

• London
• New York

Work Type

• Hybrid
• 2-3 days per week in office

Experience Level

• 5+ years

Salary/Compensations

• $117,677–$168,111

Benefits

• Health insurance
• Six-month paid parental leave
• 401(k) retirement plan
• Monthly meal allowance
• 23 paid days off
• Paid flexible holidays
• Paid sick leave

About the Company

• Spotify is passionate about inclusivity and making sure our entire recruitment process is accessible to everyone.
• We have ways to request reasonable accommodations during the interview process and help assist in what you need.
• If you need accommodations at any stage of the application or interview process, please let us know - we’re here to support you in any way we can.

Equal Opportunity

• Spotify is an equal opportunity employer.
• You are welcome at Spotify for who you are, no matter where you come from, what you look like, or what’s playing in your headphones.
• Our platform is for everyone, and so is our workplace.
• The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be forward-thinking!
• So bring us your personal experience, your perspectives, and your background.
• It’s in our differences that we will find the power to keep revolutionizing the way the world listens.