Senior Data Analyst, Current

• The ideal candidate has a deep understanding of customer behavior, a passion for data-driven decision-making, and a proven ability to translate insights into actionable strategies
• 5+ years of experience in data analytics, preferably in fintech, banking, or a customer-centric industry
• Strong proficiency in SQL, Python, or R for data analysis and manipulation
• Experience building reports and dashboards using data visualization tools such as Tableau, Looker, or Power BI
• Expertise in customer support analytics, customer satisfaction score (CSAT) analysis, and operational efficiency metrics
• Experience in A/B testing, customer segmentation, and deep dive analysis in the context of informing business strategies from user behaviors
• Excellent problem-solving skills and the ability to translate complex data into actionable insights
• Strong communication skills to effectively collaborate with technical and non-technical stakeholders
• Strong project ownership and the ability to drive requirement gathering and prioritization
• Experience with CRM systems (e.g., Zendesk) and customer feedback tools is a plus
• Experience within the startup space is advantageous

Desirable

• We are looking for a Senior Data Analyst with preferably prior industry experience in FinTech and the B2C/DTC domain
• In this role, you will use data to drive strategic decisions, improve business performance, and enhance our customer interactions to create a seamless user experience
• You will use advanced analytics to find trends, evaluate performance, and deliver strategic insights that facilitate data-driven decision-making within the Member Experience team and across the organization
• Analyze customer data to identify trends, pain points, and opportunities to improve the member experience and drive operational efficiency.
• Develop and maintain data pipelines, dashboards and reports to track key performance indicators (KPIs) that tie customer success effectiveness, member satisfaction, and engagement to business bottomline metrics
• Utilize internal and third-party data to conduct in-depth analyses, identify gaps, mitigate friction and pain points, and optimize customer interaction across channels
• Partner with cross-functional teams, including Product, Engineering, Finance, and Customer Success, and leverage such techniques as A/B testing and customer segmentation to enhance personalization and support strategies
• Provide actionable insights to leadership on customer behaviors and sentiments, including outreach trends and satisfaction with support and product experiences
• Ensure data integrity, accuracy, and governance in analytics pipelines across multiple customer interaction channels
• Participate in on-call rotation to support production analytics data pipelines
• Mentor junior analysts and contribute to a data-driven culture within the team