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CE Client Experience Analyst



Milton Keynes, UK · Ireland
Posted on Friday, June 28, 2024

Building the Future of Crypto

Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology.

What makes us different?

Kraken is a mission-focused company rooted in crypto values. As a Krakenite, you’ll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken’s focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world.

Before you apply, please read the Kraken Culture page to learn more about our internal culture, values, and mission.

As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Kraken is committed to industry-leading security, crypto education, and world-class client support through our products like Kraken Pro, Kraken NFT, and Kraken Futures.

Become a Krakenite and build the future of crypto!

Proof of Work

The Team

At Kraken, our mission is to accelerate the global adoption of cryptocurrencies. We understand that crypto can still be complex for many, which is why our support platforms are essential. They guide users through their crypto journey, ensuring they receive the right information at every step.

As our user base and range of services grow, delivering a seamless end-to-end client experience and understanding users’ behavior throughout their journey becomes increasingly important. This approach not only makes our platform more accessible to clients but also helps make the entire crypto space more approachable and user-friendly.

Our Client Experience team has been pivotal in bringing us closer to our mission every day and has achieved outstanding results. As we scale our operations, we are looking to expand our team by hiring the most talented data-driven professionals on the planet who are curious and passionate about the mainstream adoption of cryptocurrency and the technology that underpins it. And that’s where you come in!

The Opportunity

At Kraken, we're on the lookout for a Client Experience Analyst to join our Client Engagement team remotely in Europe! Your main mission will be to develop a deep understanding of user behaviors, client journeys, and areas for improvement across multiple platforms, and supporting business partners across the company to make informed decisions.

As our new CX Analyst, you will work together with the Data team to extract data from across our support channels and CRM databases to deliver insightful analytics on client experience. Ultimately, you will leverage data to help our team make decisions that will impact and continuously improve the 6 star experience that is a key pillar of Kraken’s brand. Additionally, you will have the opportunity to work on projects such as supporting the integration of AI technologies into client-facing support experiences.

This role reports to the Client Experience manager and, as an individual contributor, presents an exciting opportunity for a data-driven expert looking to sharpen their skills and make a significant impact in the world of crypto. This might be the occasion to have your career going to the moon!

What you will do:

  • Analyze web analytics to understand user flows, behaviors, and engagement, identifying trends and insights to enhance client interactions

  • Collaborate with our Data team to extract and analyze data from various systems, including digital platforms and CRM databases

  • Evaluate key elements of the client journey, identifying trends and opportunities for comprehensive improvements

  • Provide data analytics and insights to Product, Marketing, Regional Operations and CE management teams, ensuring our clients enjoy an optimal experience with our products and services

  • Develop and maintain insightful reports from your analyses, ensuring these resources provide business partners with actionable insights to drive improvement

  • Support the CE operations team in integrating AI technologies into client-facing support experiences

  • Stay up-to-date with the latest technological advancements in CX strategy to continually enhance your data analysis processes

  • Partner closely with Product, Design, and Reporting teams to leverage insights from client experience surveys, driving significant improvements across all Client Engagement channels.

Skills you should HODL

  • At least 2 years of experience in web analytics, demonstrating expertise in translating large and diverse datasets into clear, actionable insights

  • A strong proficiency in Google Analytics and comprehensive expertise in Excel or Google Sheets, and the entire Google Suite, is essential. Any additional tools such as Mixpanel are appreciated

  • Experience using data visualization tools such as Tableau and Domo is nice to have. Any additional tools are appreciated

  • Proven ability to communicate insights and recommendations based on data to individuals with diverse backgrounds and varying levels of seniority across the organization

  • You thrive in an ever-changing, multicultural, and dynamic environment where no two days are alike, and constant evolution is the norm

  • Passion about the cryptocurrency world and most importantly a learning attitude about new crypto-industry trends

  • Believe wholeheartedly in the crypto, cypherpunk, libertarian values of Kraken described in our Tentaclements document

  • Located in Europe or the UK with fluency in English

#LI-DM1 #LI-Remote #UKEU

Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgable about crypto!

As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

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