The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value-added Customer Support in Crypto. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience.  As a Senior Analyst for the Voice of Customer team within CX you’ll play a key role in helping grow our Voice of Customer Program, effectively building the bridge between our customers and our internal teams to support our company culture of customer focus. This role will serve as a subject matter expert, responsible for delivering insights and creating data-driven narratives to highlight customer pain points. You will be a critical cross-functional partner, supporting mechanisms that enable leaders across the globe to connect to the front line and individual customer experiences on a regular basis.

What you’ll be doing (ie. job duties):

  • Use quantitative and qualitative data to create compelling problem statements that highlight top customer pain points.
  • Write and present regular reporting to stakeholders on these pain points and customer experience metrics.
  • Deep-dive into specific product areas and contact types to perform root cause analysis on customer issues and investigate opportunities for improvement.
  • Form recommendations for process improvements to strengthen feedback loops between our customers and internal teams.
  • Create & maintain dashboards and other tooling to provide self-service VoC capabilities.
  • Track CX and product improvement efforts to quantify impact and ensure solutions are meeting customer expectations.

What we look for in you (ie. job requirements):

  • Motivated by Coinbase’s mission and creating a seamless experience for our global customer base.
  • Relevant experience in a customer service and/or customer support environment
  • Rigorous analytical thinker, with an aptitude for distilling complex concepts and systems into clear, simple language.
  • Comfortable working with structured and unstructured data to create visually appealing and digestible reports and dashboards.
  • Adept at written communication and visual presentations with an ability to tailor it to a range of audiences.
  • Basic understanding of Crypto concepts & Coinbase’s suite of products and services for Retail customers

**Must be available to work full time during program dates June 24th – September 13th, 2024**

Nice to haves:

  • Degree or currently pursuing a Bachelor’s degree in Business, Project Management, or a related field.
  • Previous experience in Tech, Crypto, Finance or Fintech
  • Working knowledge of customer experience/business intelligence tools such as Looker, Qualtrics, Salesforce, Sprinklr
  • Experience successfully driving process improvement initiatives

Position ID: P53345

Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, vision and 401(k)).
Pay Range:
$30$30 USD
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