Senior Product Analyst, DELTA at Jacaranda Health

About the role

• The Senior Product Analyst, DELTA  is primarily responsible for keeping DELTA's live systems healthy and reliable. This includes monitoring the DELTA Product and Platform Health Score, diagnosing and resolving bugs, maintaining internal product dashboards, tracking platform costs and monitoring user satisfaction. 

Terms of Engagement : One-year contract, renewable

About the team

• The Product Team at Jacaranda Health designs, tests, and scales digital health tools that enable mothers to access timely, respectful, and high-quality care. The team works closely with Technology, Programs, Data & Analytics, and Research teams to ensure products are user-centered, reliable, and continuously improved based on real-world use and feedback.
• The team plays a critical role in ensuring that Jacaranda’s digital platforms - including SMS, chatbot tools, and helpdesk systems - operate accurately, safely, and at scale

What You’ll Do:

• Monitor the DELTA Product and Platform Health Score, support issue diagnosis and resolution, and flag cost anomalies or overruns early to Product and Engineering.
• Maintain internal product dashboards so they meet the reporting and decision needs of Product and other internal users.
• Lead end-to-end platform testing with Clinical, Data and Engineering QA teams, covering expected, error and edge-case scenarios before each release.
• Identify, document and track technical, content and logic issues, including user-reported clinical workflow issues, through to resolution with Product and Engineering.
• Organise and maintain the JSON, CSVs, spreadsheets, variables, IDs, tags, intents, entities and metadata required for reliable system performance.
• Maintain and refine existing conversational flows, prompts, menus, responses and error states.
• Review interaction, usage and cost data to identify recurring issues, trends and drop-offs, and contribute to dashboards and performance reporting.
• Translate recurring user and platform issues into clear requirements and backlog items, and work with Product, Engineering and Data to drive them to resolution.
• Reduce recurring issues by identifying root causes, proposing practical solutions, and monitoring improvements once implemented.
• Support UAT, backlog refinement, release checks, acceptance criteria and product documentation in collaboration with Product, Data, Engineering, Research and other teams.
• Maintain high-quality documentation, configurations, playbooks and QA processes that enable the wider team to operate and scale DELTA.
• Provide product insights and recommendations that help Product prioritise improvements based on user needs, system performance and available data.

Who you are:

What You Bring

• Minimum of a Bachelor's degree in a STEM field.
• 4-5 years of experience in digital product support or maintenance, QA, bug triage, product or data analysis, or digital product configuration. Strong recent graduates with relevant project or internship experience may also be considered.

Skills and Competencies:

• Hands-on experience supporting or maintaining a live digital product: monitoring performance, identifying issues and supporting fixes.
• Demonstrated experience systematically testing digital products and workflows, identifying edge cases, documenting bugs clearly and following issues through to resolution.
• Experience working in an Agile environment and collaborating in transdisciplinary, cross-functional teams.
• Desirable: familiarity with chatbot or conversational platforms, SMS and WhatsApp-based products, conversational UX or digital health.