Client Engagement Data Analyst - Feedback and Complaints

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.

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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 60+ 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.

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Proof of Work:

The Team

The Client Engagement Data Team is a dynamic group of professionals dedicated to driving excellence in client engagement through data-driven strategies. With a passion for extracting meaningful insights from data, the team plays a pivotal role in optimizing client relationships and enhancing overall business performance while supporting the Client Engagement Team to deliver a 6-star service experience.

At the core of our operations, The CE Data Team partners closely with the Data Engineering Teams & CE Service Teams to ingest CE Data into the Kraken Database and harness the power of data and cutting-edge technologies to uncover valuable patterns, trends, and opportunities within client interactions. By combining our expertise in data analysis and client engagement practices, we create CE’s key performance indicators, source of truth performance metrics and team performance dashboards that enable the CE Team to deliver a 6-star service experience.

This role will be primarily responsible for delivering data and analysis for the Complaints Team. Capturing data points for both feedback and complaints from clients in order to deliver analysis within the Client Engagement Department, interdepartmentally within Kraken and to external stakeholders to drive change within the organization on behalf of our clients. Secondarily there will be opportunities to work on other projects under the Client Engagement Data Team umbrella. The analysis of feedback and complaint cases will occur for two primary reasons: 

(1) In order to identify gaps in both product offerings & service delivery, allowing for constant improvement on behalf of our clients. 

(2) to provide data and analysis of key Management Information for both internal and external stakeholders, including global regulatory bodies.

Whilst this will be the primary focus of the role, from time to time there will be other projects to work on within the Client Engagement Data Team.

The Opportunity

• Performance Metrics Development: Collaborate with the Client Engagement Team to define key performance indicators (KPIs) that measure the success of the Client Engagement and Complaints teams ability to handle feedback. Develop CE’s performance metrics that serve as the source of truth for evaluating the team and specialist performance.

• Complaint Registrar: Building, maintaining and drawing analysis from a registrar of complaints to drive positive change within the organization utilizing client feedback to drive change.

• Data Visualization: Ability to create visually appealing and informative dashboards to present data insights effectively. Proficiency in using data visualization tools such as Tableau, Power BI, or other similar platforms.

• Data Integration and Partnership with Data Engineering: Partner closely with data engineering teams to understand the business requirements for data integration. Collaborate in integrating data from various sources, including Zendesk, Playvox, Workday and internal proprietary tools. Work together to ensure data accuracy, consistency, and reliability for effective analysis.

• Collaboration: Work closely with the Client Engagement Team, Compliance Team and other stakeholders to understand their data needs and provide timely and relevant data-driven solutions to support their initiatives.

• Technological Advancements: Stay updated on emerging data analytics technologies and methodologies. Continually explore innovative approaches to enhance data analysis processes and stay at the forefront of the field.

Skills you should HODL

• Strong understanding of and experience in data integration, optimizing  data infrastructures and collaborating with data engineering teams to build a database for performance management

• Experience building performance metrics for a Client Engagement / Sales / Contact team at scale 

• Strong knowledge of SQL to build performance metrics 

• Basic knowledge of programming languages such as Python for data analysis and modeling tasks 

• Ability to work collaboratively with the Client Engagement Team and Data Engineering teams to achieve common goals and deliver data-driven excellence

• Strong problem-solving skills with strong attention to detail to address challenges in data analysis and develop innovative solutions for optimizing client engagement strategies

• Advanced knowledge of Excel / Google Sheets including analysis, pivot tables and visualization

• Strong ability to present data findings and insights to non-technical audiences effectively

• Working knowledge of Tableau and Airtable

• Communicate complex analyses and results in a clear and actionable manner to facilitate decision-making

• Continuous Learning: A proactive approach to stay updated on the latest trends and advancements in data analytics and technology

• Passionate to accelerate the global adoption of cryptocurrencies 

Nice to Have

• Experience in analyzing Complaint Handling / Compliance matters

• Experience with tracking, measuring and building KPIs
  

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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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