Insights Analyst, Member Experience

About the role

As an Analyst on the Insights team, you will help to take our analyses to the next level by providing Chime’s OMX team with insights at their fingertips. You will be working directly with our Product and Engineering partners to build out great features in helping our members have a great Member support experience with Chime.

This role will use their analytics and data science toolkits to be responsible for providing data-driven recommendations to the OMX team in order to improve our product and processes to support the growing operational and member changing needs. Your work will be centered around a) creating insightful analyses to provide recommendations to our business partners, b) providing recommendations for reporting and dashboards to productionalize and scale on insights, and c) helping to guide the design and assess performance of experiments conducted within OMX.

This position requires a deep understanding of statistics and modeling, such as regression and clustering, as well as the ability to present your findings to all levels throughout the organization. You will possess strong story-telling skills and knowledge of the organization in order to provide insights that drive member-oriented results, engagement and retention. You will also work closely with other internal teams to develop critical metrics, analyze trends/patterns and provide actionable insights across the organization.

The base salary offered for this role and level of experience will begin at $119,000 and up to $165,300. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to

• Build actionable insights to improve the member experience to reduce member’s friction in the support process
• Collaborate with cross-functional partners to identify opportunity areas and design and complete experiments to enhance the member experience
• Apply statistical knowledge to provide insights and recommendations that drive business impact
• Create presentations that condense analyses into digestible conclusions and actionable recommendations
• Present the data-driven insights with great storytelling skills to senior leadership to drive positive challenges on achieving key member support-related metrics
• Synthesize data and build consensus by clearly communicating and presenting data oriented information. Ensure that other Chime organizations and external BPO partners understand the methodologies of our metrics.
• Collaborate with other analysts, subject matter experts, and decision-makers to develop data-driven insights to improve overall member experience
• Regularly communicate associated outcomes and insights to various team members at all levels to help guide strategic decisions for improvement.
• Be comfortable working both top-down in terms of a specific hypothesis/questions to answer as well as bottom-up in terms of finding new areas of opportunity

To thrive in this role, you have

• A bachelor's degree in Statistics, Operations Research, EE, CS or equivalent / related area, with a minimum of 4 years experience working ( or Master’s degree with minimum of 3 years experience ) in analytics, or a similar role,
• Strong knowledge of statistics and experience evaluating experiment results to ensure statistical significance and deliver impactful insights based on the results.
• Experience in designing, conducting, and assessing experiments (A/B test, difference-in-difference, pre/post, etc.)
• Proven track record to apply scientific methods (regressions, clustering, probability) to solve business problems
• The ability to code complex queries using SQL and proficient in Python or R
• Looker (or other BI tool) experience is preferred but not required.
• Experience building powerpoint decks to tell a story and share data-driven insights and recommendations
• Strong verbal and written communication skills, including the ability to synthesize complex topics and create compelling narratives for various audiences
• A hunger to know and share the “who, what, when, and why” of the customer’s pain points in their support experience to surface product and process improvement opportunities
• Experience in fintech or support operations is preferred

A little about us

At Chime, we believe that everyone can achieve financial progress. We’re passionate about developing solutions and services to empower people to succeed. Every day, we start with empathy for our members and stay motivated by our desire to support them in ways that make a meaningful difference. 

We created Chime