Customer Experience Analyst

Best Egg is the leading financial confidence platform that provides flexible solutions to real-life challenges for people with limited savings. We leverage real-time customer insights and data science to connect more people with the right products for their financial needs. Our offers include a growing suite of products such as personal loans, a credit card, and flexible rent, which are complemented by a suite of financial health tools to help customers make smart financial decisions and stay on track, so they can be money confident no matter what life throws at them.

Our culture and values inspire our employees and customers to embrace Best Egg. We are committed to championing a culture of inclusiveness and diversity of thought, and we focus on providing a safe, flexible, and collaborative work environment. Our employees are encouraged to engage in creative problem solving, and we promote opportunities for growth and enrichment across the organization.

If you are inspired by inspiring others, Best Egg is the place for you.

Best Egg promotes diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we will grow.

We are looking for a customer-obsessed CX analyst focused on driving value to our business through research, analysis, and the presentation of actionable insights. You will embody our core business goals and KPIs and use your extensive experience and our myriad of tools to move the business forward.

• Research Expertise: Execute both qualitative and quantitative research engagements, including advanced quantitative methodology, with both consumers and customers.
• Conduct surveys and in-depth interviews: Design and execute surveys and in-depth interviews to gather valuable insights from our customer community, while ensuring you meet the needs of our stakeholders and goals.
• Analyze data: Leverage your strong analytical skills to interpret data and identify key insights that will inform business decisions and drive value.
• Drive decisions: Effectively communicate findings and insights to cross-functional teams in various formats (PowerPoint, one-pager toplines, etc.) with an eye towards recommended next steps.
• Trends & Competitive: Stay up to date on industry trends, competitor activity, and consumer preferences to inform future strategies.
• Collaboration: Work closely with various teams within the organization to understand their needs and incorporate consumer insights into decision-making.
• Data Tools & Software: Use various data analysis tools and software to collect, organize, and analyze data.
• Data Accuracy and Integrity: Ensure the accuracy and integrity of all customer and consumer data and insights.
• Community Management: Stay up to date on the health of the customer community, manage incentives, and lead community refresh initiatives.
• Be an Advocate: Leverage your strong voice and compromising skills to deliver recommendations to improve the overall customer experience without sacrificing broader company goals or initiatives.

• Bachelor’s degree in business, marketing, psychology, social sciences, or related field.
• 3-5 years of experience in Customer Insights, Customer Experience, Voice of Customer, Market Research, Marketing, Innovation, UX Research, or related field.
• Experience with a wide array of research methods including but not limited to surveys, focus groups, IDIs, panels, conjoint, maxdiff, Gabor-Granger, and UX testing.
• Is proficient in the design, analysis, interpretation and application of customer and consumer insights and learning, including contextual understanding, statistical significance, causal relationships, and any caveats for using findings for decision making.
• Experience tailoring communications to different audiences and communicating to cross-functional teams.
• Can effectively design and manage multi-phased/complex customer insights engagements.
• Comfortable leading online, qualitative research.
• Understanding of consumer insight techniques, mathematical modeling, and data visualization approaches.
• Strong base of analytical skills to assess, interpret, and translate from multiple data sources into actionable shopper/category insights.
• Remote position with the opportunity to travel throughout the year.
• Experience with advanced analytics tools such as SPSS, SQL, and Python.
• The ability to learn company systems and tools is required
• Actively curious about what drives an exceptional customer experience.
• A master’s in marketing research or a graduate degree in a related field is preferred.

Our Brand:

At Best Egg, we believe money should be accessible so people can reach their goals, live a fuller life, and feel pride in knowing they have taken control of their finances.  For those who need extra money to achieve the progress they seek in life, Best Egg is the modern solution-minded finance provider that mixes decades of banking experience with smart technology and deep customer insight to create products designed for today’s borrower, so that people can establish a smoother financial path. The egg symbolizes protection and a fresh start.  

Employee Benefits

Best Egg offers many additional benefits for our employees, including (but not limited to):

·       Pre-tax and post-tax retirement savings plans with a competitive company matching

program

·       Generous paid time-off plans including vacation, personal/sick time, paid short--

term and long-term disability leaves, paid parental leave, and paid company

holidays

·       Multiple health care plans to choose from, including dental and vision options

·       Flexible Spending Plans for Health Care, Dependent Care, and Health

Reimbursement Accounts

·       Company-paid benefits such as life insurance, wellness platforms, employee

assistance programs, and Health Advocate programs

·       Other great discounted benefits include identity theft protection, pet insurance,

fitness center reimbursements, and many more!

#LI-REMOTE

In compliance with the CCPA, Best Egg is fully committed to handling the personal information and data of employees and job applications responsibly with respect and due care. Review our CCPA Employee Policy  here