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 use their analyst and data science toolkits to 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) 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 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 concrete insights across the organization. This role is remote and can be performed in any state in the United States.

The base salary offered for this role and level of experience will begin at $119,000.00 and up to $165,300.00. 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 practical insights to improve the customer experience using a variety of methods including customer journey mapping, analytics, and other quantitative and qualitative methods.
• Present the data-driven insights with phenomenal storytelling skills to senior leadership to drive positive challenges on achieving brand NPS, customer satisfaction, and cost efficiency.
• 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 authorities, and decision-makers to develop data-driven insights to improve overall member experience.
• Regularly communicate associated outcomes and insights to various collaborators at all levels, including senior management 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 6 years experience working (or Master’s degree with minimum of 4 years experience) in analytics, or a similar role,
• Solid understanding 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.
• Hands-on experience with experimentation design (A/B testing)
• The ability to code sophisticated queries using SQL and proficient in Python or R
• Looker (or other BI tool) experience is preferred but not required.
• Working experience in building machine learning models (regression, classification, clustering and NLP) to drive positive business impacts
• A hunger to know and share the “who, what, when, and why” of the customer’s difficulties in their support experience to surface product and process improvement opportunities
• Experience working with cross-functional partners to design and implement experiments to ensure thorough testing
• Strong verbal and written communication skills, including the ability to synthesize sophisticated topics and create compelling narratives for various audiences

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 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.

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