About the role:

As an  Analyst on the Member Experience Insights team, you will help to take our analyses to the next level by providing Chime’s member experience team with insights at their fingertips. This role will be responsible for providing data-driven recommendations to the organization in order to improve our product and processes to support the growing operational and member changing needs. Your work will be centered around a) crafting 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 experimentation 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 KPIs, analyze trends/patterns and provide actionable insights across the organization.

For Colorado based roles: In accordance with applicable law, this role has an annual starting salary of $118,800 plus bonus, a competitive equity package, and benefits. The actual pay may be higher depending on your location, skills, qualifications, and experience.

In this role, you can expect to:

• Advise on experiment design and consequent iterations as well as run performance analyses on experiment results to optimize member support experience and member support content & learning.
• Build useful insights to improve the customer experience using a variety of methods including journey mapping, regression, and other quantitative and qualitative methods.
• Partner with our reporting team to ideate on ways to scale insights
• 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.
• Achieve scale and efficiency by identifying opportunities for internal execution and operational excellence functions and coming up with innovative data-driven solutions.
• Regularly communicate associated outcomes and insights to various stakeholders at all levels, including senior management to help guide strategic decisions for improvement

To thrive in this role, you have:

• A bachelor's degree in the quantitative analytics field, with 3-5 years of working experience in analytics, or a similar role.
• A hunger to know and share the “who, what, when, and why” of the customer’s struggles in their support experience to surface product and process improvement opportunities
• Experience working with cross-functional partners to craft and implement experiments to ensure meticulous testing
• Strong knowledge of statistics and experience evaluating experiment results to ensure statistical significance and deliver impactful insights based on the results. You should have experience with statistical analysis, such as regression, classification, and clustering.
• Experience with text analyses is strongly preferred but not required.
• The ability to code complex queries using SQL and strong experience running analyses with Python.
• Looker (or other BI tool) experience is preferred but not required.
• Strong organization & project management skills - Ability to structure a project from idea to design/prototype to implementation.
• Strong verbal and written communication skills, including the ability to synthesize complex topics and create compelling narratives for various audiences
• Excellent teamwork skills and desire to help others learn.
• CX operations background preferred but not required.

A little about us

We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we’ve empowered millions of Americans to take control of their finances.

Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more!

We’ve built one of the most experienced leadership teams in Fintech and were recently valued at over $25.5B. We’ve raised over $1.7B in funding from leading investors including Sequoia Capital Global Equities, SoftBank Vision Fund 2, General Atlantic, Tiger Global, Dragoneer, DST, Coatue, Iconiq, Menlo Ventures and others.

What we offer

• 💰 Competitive salary based on experience
• ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
• 🏝 Generous vacation policy and company-wide Take Care of Yourself Days
• 🖥 Virtual events to connect with your fellow Chimers- think cooking classes, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
• 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help create a completely new kind of banking service

We know that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the Cook County and San Francisco Fair Chance Ordinance. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.

Chime requires employees to be fully vaccinated (and boosted if eligible) against COVID-19 in order to work in one of its offices, join Company-sponsored activities, or travel for business purposes. This job may require periodic office attendance and/or business travel and therefore candidates will need to be eligible for these activities by their start date.

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