Client Engagement Process Optimization Senior Analyst

📋 Description

• • As a Client Engagement Process Optimization Senior Analyst at Kraken, you will drive process improvements that directly impact client satisfaction, agent efficiency, and resolution times by leveraging process mining and data analysis to optimize workflows across the Client Engagement organization.
• • Day to day, you will build and maintain process models in Celonis, run conformance checks, develop dashboards to identify bottlenecks, conduct root cause analysis, design and implement to-be process flows, support automation initiatives with data-driven insights, and collaborate with CE Ops teams to validate changes and ensure adoption.
• • You will join Kraken’s Process Optimization team, a mission-driven group that partners with Client Engagement leadership to engineer solutions across systems and platforms, owning the technical backbone of CE operations through workflow design, automation, and continuous improvement in a fully remote, global environment.
• • In this role, you will deepen your expertise in process mining, data analysis, and operational excellence while influencing how thousands of client interactions are handled daily, gaining hands-on experience with Celonis, SQL, BI tools, and automation frameworks in the fast-evolving crypto industry.