Client Engagement Ops Analyst, Content

Kraken

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Join Kraken, a global leader in the cryptocurrency space, and play a pivotal role in shaping the future of digital finance. We are on a mission to accelerate the global adoption of cryptocurrencies, making financial freedom and inclusion accessible to everyone. As a fully remote company with a presence in over 70 countries, we foster a diverse and inclusive environment where talented individuals from around the world collaborate to build cutting-edge crypto products.
• The Client Experience (CX) team at Kraken is dedicated to making the crypto journey simple, intuitive, and empowering for our rapidly growing global user base. As the crypto landscape evolves, delivering a seamless, end-to-end client experience is paramount. This role is integral to that mission, focusing on understanding client interactions and needs at every stage to make crypto more approachable and support a more inclusive financial system.
• As a Client Engagement Ops Analyst, Content, you will be a key contributor to our Client Experience & Content team. You will leverage your analytical skills, storytelling abilities, and collaborative spirit to transform data into actionable insights that enhance every client touchpoint. This is an exciting opportunity for someone passionate about data, innovation, and the transformative potential of crypto to make a significant impact.
• Your primary responsibility will be to support the Client Experience organization by meticulously measuring and analyzing client sentiment across various support and digital channels. You will be instrumental in identifying emerging trends, understanding key satisfaction drivers, and pinpointing areas ripe for improvement over time, ensuring our client experience continuously evolves.
• You will own and manage client experience measurement programs from end to end. This includes overseeing Net Promoter Score (NPS) and other survey initiatives, from the initial design and distribution through to in-depth analysis and the generation of actionable insights. Your work will directly inform data-driven decision-making across the organization.
• A significant part of your role will involve developing and delivering regular, comprehensive reports on Support Center performance. You will track critical experience metrics such as self-service adoption rates, the effectiveness of AI-assisted support tools, and chatbot performance, providing clear visibility into how we are serving our clients.
• You will dive deep into web and product analytics to gain a profound understanding of client journeys, behaviors, and engagement patterns across our diverse platforms. This analysis will be crucial for identifying friction points and uncovering opportunities to optimize the end-to-end client experience, ensuring a smooth and intuitive user path.
• A core function of this role is to build clear, compelling narratives by synthesizing complex datasets. You will translate raw data into actionable recommendations, presenting these insights persuasively to leadership and cross-functional partners to guide strategic initiatives.
• You will partner closely with Support Center content owners to champion a data-informed content strategy. Your analysis will ensure that our help content is not only relevant and easily discoverable but also perfectly aligned with the evolving needs and expectations of our clients.
• Collaboration is key. You will work hand-in-hand with data, Product, Marketing, and Regional Operations teams to extract, analyze, and apply insights derived from our digital platforms and CRM systems. This cross-functional synergy will drive holistic improvements.
• Furthermore, you will support critical initiatives related to the integration and optimization of AI technologies within our client-facing support experiences. Your analysis will help us understand the performance and impact of these technologies on both operational efficiency and overall client satisfaction.
• This role offers a unique opportunity to be at the forefront of innovation in the crypto industry, contributing directly to Kraken's mission of making crypto accessible and empowering for everyone. If you are driven by data, passionate about crypto, and eager to contribute to a world-class client experience, we encourage you to apply.

🎯 Requirements

• Minimum of 2 years of experience in web or digital analytics, with a demonstrated ability to translate diverse data sets into actionable insights.
• Strong proficiency in Excel/Google Sheets, Mixpanel, and the Google Suite.
• Familiarity with data visualization tools such as Quicksight, Mixpanel, or similar.
• Proven ability to communicate and present insights clearly and persuasively to varied audiences, including senior leadership teams.
• Comfortable working in a dynamic, fast-paced, multicultural environment where priorities evolve quickly.
• Ability to work effectively with others, demonstrating strong collaboration and a willingness to support cross-functional teams to achieve shared goals.
• Passionate about the cryptocurrency world and possess a strong learning attitude towards new crypto-industry trends.
• Fluency in English.

🏖️ Benefits

• Fully remote work environment, allowing for flexibility and work-life balance.
• Opportunity to work with a passionate, world-class team in the rapidly growing cryptocurrency industry.
• Contribute to Kraken's mission of accelerating global crypto adoption and financial inclusion.
• Competitive salary and benefits package.
• Professional development and learning opportunities to stay ahead in the crypto space.

Skills & Technologies

Remote

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Kraken

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About Kraken

Kraken is a global cryptocurrency exchange established in 2011, offering spot and futures trading for Bitcoin, Ethereum and 200+ digital assets. Headquartered in San Francisco with entities worldwide, it serves retail and institutional clients, providing custody, staking, an NFT marketplace and OTC desk. The platform emphasizes security, regulatory compliance and educational resources.

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