Client Engagement Strategic Analyst

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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

Our mission is to accelerate crypto adoption and it’s critical that we provide an outstanding support experience to our clients in order to accomplish our mission. Our support offering is our key differentiator, and we are continuing to invest in building exceptional service for clients around the world via all of our support channels - online, chat, email and on the phone.
 
Kraken Client Engagement (CE) is seeking an experienced Strategic Analyst who is eager to work in a fast paced, data driven environment to join our team. This role will analyze developments in the cryptocurrency exchange industry, competitor offerings and industry support benchmark data to identify strategic and creative solutions across the department and support our mission of providing tailored, reliable and effortless service experience for our clients. This will include analyzing the impact of past and ongoing projects in order to make recommendations on CE strategy and performance reporting.

The Strategic Analyst must have a holistic and tactical mindset & experience identifying and tracking initiatives that have produced measurable improvements for large (500+ FTE) support teams. A successful candidate will be a highly collaborative and resourceful self-starter with presentation skills.

Responsibilities

  • Maintain and refine internal documentation and resources on CE OKRs and KPIs
  • Develop, track and refine a holistic set of KPIs for CE, presenting current KPIs and reasoning, as well as status of KPIs to CE leadership
  • Build and maintain strong relationships with Kraken Intelligence, Strategy, Product Growth, and Data & Reporting teams in order to leverage insights and reports on Kraken client experience, competitor performance and industry developments
  • Conduct external research to uncover insights and reports on Kraken client experience, competitor performance and industry developments
  • Partner closely with CE leaders on an ongoing basis to intimately understand CE team limitations and opportunities
  • Produce reports recommending initiatives for CE based on findings from internal and external insights and reports
  • Drive OKR creation and refinement on an annual and quarterly basis for CE, recommending key results for consideration and developing metric tracking controls for selected key results
  • On a rotational basis in partnership with CE's Change + Project Management team, lead weekly CE Operations stand-up meetings

    • Requirements

  • 1-3 years of experience in a strategic analyst role for a large, client-facing organization
  • Excellent written, spoken and interpersonal communication skills, with proven experience engaging stakeholders and counterparts of varying technical familiarity to produce desires results
  • Comfortable working in a fast-paced environment with rapidly shifting priorities
  • Very organized and detail oriented
  • Strong virtual presentation skills on live calls and self-service reports/decks
  • Advanced proficiency with Google Suite (Sheets, Slides, Data Studio, etc.)
  • Passionate about Kraken’s mission and the cryptocurrency industry
  • Agile and Scrum certifications and/or experience is a plus
  • PMP certification is a plus
  • Knowledge of/familiarity with SQL is a plus
  • Prior experience with Jira is a plus
    • Location Tagging: #EU #US #CANADA #APAC #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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