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Zip Co
is hiring
Data Analyst, Customer Experience
About Our Company
Zip (ASX:ZIP) is a global ‘Buy Now, Pay Later’ company that gives our millions of customers simpler and fairer ways to pay.
From day one, our mission has remained the same: to be the first payment choice everywhere and every day. Wherever we are, we give consumers, merchants and businesses access to transparent, flexible and interest-free credit.
We are proud to be a global business built around our US and ANZ core markets working with merchant partners including Amazon, Best Buy, eBay and Uber. United by our mission, purpose and values, we are driven by people-centred innovation. We are the next generation of payments, helping people across the globe to fearlessly take control of their financial future.
We are Zip, and we are just getting started.
Job Description & Responsibilities
This role sits in the Customer Experience squad, and is responsible for driving product improvements for better customer engagement.
As a Customer Experience (CX) Analyst to accelerate strategy and insights for our CX team. At Zip, our customers are our top priority. This role will focus on optimizing our customers’ experience before, during, and after they use our product.
How You'll Help Us Change The Game
- Identify improvement opportunities across all of our customer communication channels
- Leverage data to uncover customer trends
- Work with operational teams to understand and improve upon existing pain points
- Partner with the Data team for deeper analytics and modeling of data sourced from CX tooling
- Ideate on new tooling to improve overall customer and agent experience
- Partner with the product team to consolidate pain points and suggest product enhancements
- Using Data available to you, conduct an end-to-end review of CX processes to identify pain points or bottlenecks and make data driven recommendations to enhance customer experience.
Requirements
What you'll bring to the team
- 2-3+ demonstrated years of experience in a similar role
- Analytical mindset - the ability to dive into a spreadsheet or dashboard and find insights and deliver results/recommendations to various stakeholders
- Develop relationship as a trusted partner for all stakeholders
- Advanced skills using pivot tables, lookups and formulas, and building polished presentations
- Knowledge of data visualization and dashboarding tools like Tableau or PowerBI, SQL a plus.
- Ability to validate scorecard-reported data to source documents and preparing written summaries of findings
- Knowledge of CX Tools such as Zendesk, Sprout, Intercom, Qualtrics and customer feedback platforms
- Experience with optimizing core CX metrics such as CSAT, NPS and AHT
- Familiarity with statistical concepts and techniques for hypothesis testing, regression analysis, and correlation.
- Unparalleled curiosity and desire to improve the business
- Thrives while working independently
- Our values in your DNA: Customer First, Own It, Stronger Together and Change the Game.
Bonus points if you have
- Entrepreneurial mindset. We need a fresh perspective, any ideas are welcome for how we collect data and better ways to find key gaps and opportunities
- Empathy: CX serves our customers in all types of situations, and being understanding of their day-to-day activities will accelerate integration into the team
- Experience in user research or shadowing customer feedback
What we offer
Zip is a place where you’ll get out what you put in. The newness of our sector means we need to move at pace and embrace change, and our promise to you when you join the team is that you’ll feel empowered and trusted to make big things happen quickly.
We want you to feel welcome and as though you have the support to be yourself, and care for yourself at work. Because it’s important to us that you make the most of the opportunities you’ll get to grow your skills and your career, surrounded by smart, friendly people and leaders that have your back.
We think these are just some of the best things about being a Zipster. We will also offer you:
- Flexible working culture
- Incentive programs
- 20 days PTO every year
- Generous paid parental leave
- Leading family support policies
- 100% employer covered insurance
- Beautiful Midtown office with a casual dress code
- Learning and wellness subscription stipend
- Company-sponsored 401k match
The Pay Range for this position: $108,800 - $150,144 USD based on the industry benchmark for position, function, level and Zip's compensation strategies. However, actual base salary will depend on varying circumstances and individualized factors, such as job-related knowledge, skills, experience, and other objective business considerations.
Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits.
