Customer Experience, Senior Analyst (Engagement)

| Greater NYC Area

Stash is a digital-first financial services company committed to making saving and investing accessible to everyone. By breaking down barriers and building transparent, technology-driven products, we help the 99% build smarter financial habits so they can confidently save more, grow wealth, and enjoy life.

At Stash, helping customers is our top priority and we’re looking for a driven, articulate, problem-solver to join our dynamic Customer Experience team. As a CX, Senior Analyst, you will provide insights and analysis to support the CX team and drive organizational recommendations. When customers have problems, you’ll investigate and dig deep to communicate potential solutions, identifying trends or patterns, and provide recommendations. You will drive quality and treatment strategies across the team and share Voice of the Customer results organizationally.

As a insights thought leader and a touch point for the entire organization, you’ll be in a unique position to improve our customer’s experience by sharing customer and product insights with our product, marketing, and tech teams. If you are passionate about technology, quality, people and problem solving, then this could be the role for you!

What you’ll do:

  • Create and translate complicated analyses into actionable insights and feedback loops across the organization
  • Drive quality measurement processes and reporting at representative, organization and larger company level
  • Maintain internal tools and recommend new ideas to support Customer and Agent success
  • Perform both regular (weekly, monthly, quarterly) and ad hoc analyses around key business questions that pertain to the CX department
  • Build and maintain reports, models, and dashboards around key CX metrics to monitor and improve performance for the CX Team across Zendesk, Excel, and Looker
  • Work with BPO Partner(s) and Green Dot to provide systematic improvements in NPS, VOC, and other quality and satisfaction efforts
  • Be proactive in identifying the cause of end-user, and agent knowledge gaps and escalate training needs
  • Support rollout of marketing initiatives and new products with a focus on change management and education
  • Direct customer support as required to understand issues and support larger CX team

What we are looking for:

  • 3-5 years of experience in an customer experience analyst role at a consumer facing company 
  • Great communication skills, both written and verbal
  • A passion for great Customer Experience and Quality
  • A passion for solving problems and customer experience
  • A friendly demeanor and a solutions-oriented approach
  • Empathy and the belief that the customer always comes first
  • The desire to educate and help users
  • Commitment to going above and beyond

_________________________________________

We believe that diversity and inclusion are essential to living our values, promoting innovation, and building the best products out there. Our success is directly related to the employees that we hire, grow and retain and we believe that our team should reflect the diversity of the customers that we serve.

As an Equal Opportunity Employer, Stash is committed to building an inclusive environment for people of all backgrounds. We do not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by law. Everyone is encouraged to apply.

Benefits, Perks, & More!:

* Equity In Stash * Flexible Vacation

* Four Family-Friendly Medical Plans * Two Dental & One Vision Insurance Plan

* 401k * Learning & Development Stipend

* Commuter Benefits * Flexible Spending Account (FSA)

* Employee Referral Bonuses * Stocked Fridges & Kitchens

* Thursday Happy Hours * Catered Lunch on Fridays

* Team outings that do not involve trust falls...

Awards & Recognition:

  • Built in NYC's Best Places to work in 2019
  • Built in NYC’s Startups to Watch in 2018
  • Wall Street Journal's "Top 25 Tech Companies To Watch" in 2018
  • MarCom Awards 2018 Double Gold & Platinum Winner
  • 2017 Webby Award Winner for Best Mobile Sites & Apps in the Financial Services and Banking category
  • 2017 W3 Awards Winner for Best User Experience

**No recruiters, please.

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SwiftLanguages
    • iOSLanguages
    • AndroidLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • PlayFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • OptimizelyAnalytics
    • LookerAnalytics
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • MandrillEmail

Location

500 7th Ave, New York , NY 10018

What are Stash Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Learning and Development Stipend

Additional Perks + Benefits

Flexible Work Schedule and Work/Life Balance. Learning & Development Stipend. Team Building Events and Activities. Demos, Drinks & Data every Thursday followed by Happy Hour. Stocked Fridge (food, snacks, drinks) Beer & Cold Brew on Tap. Catered Lunch on Fridays. Bi-weekly Stash Labs! (Work on passion projects for the day). 4 X Family-Friendly Health Insurance Plans Starting at $ 4.90 per month (Empire Blue Cross Blue Shield). Flexible Spending Account (FSA). 2 X Family-Friendly Dental Insurance Plans Starting at $ .39 per month (Guardian). 1 X Family-Friendly Vision Insurance Plan Starting at $ .04 per month (VSP). Short-term disability, long-term disability (60% of salary up to $12K/month), and basic life insurance ($50k).

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