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Feb 22nd, 2022

VOC Analyst


About Kraken

As one of the largest and most trusted digital asset platforms globally, we are empowering people to experience the life-changing potential of crypto. Trusted by over 8 million consumer and pro traders, institutions, and authorities worldwide - our unique combination of products, services, and global expertise is helping tip the scales towards mass crypto adoption. But we’re only just getting started. We want to be pioneers in crypto and add value to the everyday lives of billions. Now is not the time to sit on the sidelines. Join us to bring crypto to the world.

About the Role 

We're looking for a VOC Analyst to join our Voice of Client (VOC) Team. The Voice of Client Team captures client feedback to support building a magical support interaction. We believe turning client feedback into great UX, powerful automation and tight customer feedback loops will ensure that our clients choose Kraken as their preferred gateway into the crypto ecosystem. 

As a VOC Analyst you will be responsible for analyzing VOC insights from our clients to better understand our client’s journey and friction points. You’ll manage and conduct all phases of in-depth VOC analysis and turn insights into highly professional presentations for the broader Kraken Team. You’ll solve difficult, non-routine analysis problems with deep customer focus, applying analytical methods as needed and deliver interpretation and recommendations for improvements to stakeholders.

The VOC team is a small team of hyper experienced Kraken Team Members that have in depth knowledge of the client needs and our support infrastructure. You will work closely with a dedicated team of operators, engagement leaders and analysts to push the boundaries of the Kraken Client Experience.

Responsibilities

  • Own VOC data analysis to help inform business decisions through impact analysis & root cause analysis to expediting product discovery and prioritization efforts
  • Responsible for turning VOC insights into highly professional presentations for monthly updates for the broader Kraken Team
  • Conduct analytics to generate insights for the VOC program and conduct linkage analysis to connect VOC results to the business and operations 
  • Evaluate customer experience touchpoints across channels, functions and journeys to consistently identify areas of opportunities for enhancement in collaboration with client engagement, product, business, analytics, tech, and ops teams
  • Learning the product inside out to best represent our client's needs to the relevant teams and stakeholders

Requirements

  • 2+ years in a research/analytical role
  • Experience with Tableau and/or other applications that transform Data into Actionable Insights
  • Advanced proficiency with Google Suite (Sheets, Slides, Data Studio, etc.)
  • Comfortable working in a fast-paced environment with rapidly shifting priorities
  • Very organized and detail oriented
  • Strong virtual presentation skills on live calls and developing reports/decks
  • A proven record of using data to drive client experience forward 
  • Knowledgeable and passionate about cryptocurrencies and motivated to accelerate global crypto adoption
  • Extremely tech savvy
Location Tagging: #US #EU #APAC #CANADA #LI-Remote

We’re powered by people from around the world with their own unique and diverse experiences. We value all Krakenites and their talents, contributions, and perspectives, regardless of their background. 

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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