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BlueVine
Jersey City, NJ, United States
**Customer Experience Analyst** at BlueVine Jersey City, NJ **About BlueVine** BlueVine is on a mission to empower small businesses with innovative banking* designed for them. Small businesses deserve accessible and modern financial services, and traditional banks have underserved them for too long. By combining industry-leading technology a
Job Source: BlueVineSisense
New York, NY, United States
USE YOUR BUSINESS SYSTEMS EXPERTISE AND PEOPLE LEADERSHIP SKILLS TO DIRECT THE EVOLUTION OF OUR TECHNOLOGY STRATEGY As a Customer Experience Analyst, you'll play a crucial role in shaping the evolution, experience and satisfaction of the customer' journey. We're looking for a passionate analyst who is comfortable with analytics, someone who unders
Job Source: SisenseDepartment of Transportation
Atlantic City, NJ, United States
** Customer Experience Analyst** **Department of Transportation** ** Office of Information & Technology, Business Partnership Service, APS-002** **Location** 1 vacancy in the following location: + ** Travel Required** Occasional travel - The job may require travel from time- to-time, but not on a regular basis. The travel may be for training or o
Job Source: Department of TransportationMeta
New York
**Summary:** The Reality Labs Customer Experience (CX) team at Meta is focused on improving customer experiences across the end-to-end customer journey. As the Customer Experience Analyst at Reality Labs, you will be part of a global customer experience practice dedicated to listening and learning from our customers, harnessing the power of custome
Job Source: MetaMETA
New York, NY, United States
Summary: The Reality Labs Customer Experience (CX) team at Meta is focused on improving customer experiences across the end-to-end customer journey. As the Customer Experience Analyst at Reality Labs, you will be part of a global customer experience practice dedicated to listening and learning from our customers, harnessing the power of customer i
Job Source: METAHealthfirst
New York, NY, United States
As part of the Customer Experience & Insights (CX&I) team, you will have the opportunity to shape how the business reports, understands and acts on our customer feedback. This position will identify and satisfy data needs, ensure data quality and integrity, and assist the creation of easy-to-use, impactful reporting. You will collaborate closely wi
Job Source: HealthfirstLone Rock Point
, United States
User Experience Analyst Lone Rock Point is seeking a well seasoned UX Analyst with a strong interest and capabilities in the research and design of engaging and innovative user experiences. This UX Analyst will be responsible for studying users’ needs and whether their clients’ goals align with usability standards with an eye toward providing both
Job Source: Lone Rock PointAdobe
New York, NY, United States
Our Company Changing the world through digital experiences is what Adobe's all about. We give everyone-from emerging artists to global brands-everything they need to design and deliver exceptional digital experiences! We're passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies inte
Job Source: AdobeNew York, NY, United States
Pontera is a fintech company on a mission to help people retire better. Our software platform enables retirement savers to get the help they need managing their 401(k) and other retirement plan accounts as part of a personalized strategy by their trusted financial advisor.
Pontera is used by financial advisors across the nation- from SMB to Fortune 500 RIA firms, independent broker-dealers, plan custodians, and plan advisors.
Backed by leading venture capital firms including ICONIQ Growth and Lightspeed Venture Partners, Pontera is built by talented individuals who share a dedication to helping people retire with greater security.
Our team is fast-growing and driven to become one of the largest fintech companies in the world. Our culture is built on a people-first principle: in a complex and numbers-driven industry, we never lose sight of the people we serve and work alongside. That's where you come in.
DESCRIPTION
Pontera is seeking a Customer Experience (CX) Analyst to contribute to the team's efforts to successfully onboard and retain end clients on the Pontera platform.
The ideal candidate is an analytical problem-solver with a strong customer advocacy mindset. This role is responsible for maintaining Pontera's QA program, identifying customer insights by analyzing support tickets and feedback, and working alongside Tier 3 Client Support to pinpoint and address end client onboarding issues.
Reporting to the Director of CX, this is a great opportunity for an individual who enjoys digging deep into customer feedback and seeing a visible impact from their findings.
RESPONSIBILITIES
Maintain Pontera's employee QA program through daily account health checks, reporting, and QA program participant outreach. Promote and grow the program through regular team updates. On a monthly basis, review rewards eligibility with People Operations.
Conduct research and outreach to find QA accounts on new platforms for Pontera. Document new onboarding and account update flows. Collaborate with Engineering to understand which QA accounts are needed next.
Review and analyze customer support tickets, customer feedback, and reports to identify opportunities to improve the customer experience in our end client onboarding process.
Collaborate with Customer Support to identify and solve top issues affecting end client onboarding and retention.
Document efficient troubleshooting steps for customer-facing teams.
Research, develop, and maintain guides for end clients during their onboarding process.
Provide regular reports on key metrics including number of Pontera QA accounts, QA account coverage, number of improvement opportunities discovered, percentage of tickets that were platform bugs, and onboarding documentation coverage.
Develop deeper knowledge about our product and our customers.
Strive to deepen your project management skills to assist in cross-company initiatives to improve the customer experience.
REQUIREMENTS
BS in Business, Engineering or Science
3+ years of experience in a highly collaborative role
Excellent analytical skills
Excellent verbal and written communication skills
Strong customer advocacy skills
Data analytic skills
Project management experience a plus
Outstanding team player with a proactive and curious mindset
WHAT WE OFFER
Compensation : $80,000 to $100,000 annually
Opportunity : Have a major impact at a fast-growing startup that is revolutionizing the FinTech industry
Team Culture : A collegial, collaborative, fun work environment with frequent team events
Equity : All new hires are eligible for equity grant participation
Healthcare : Comprehensive & affordable insurance benefits with a variety of plan options
Retirement : 401(k) with employer match & employer-sponsored access to a retirement advisor
Family Benefits : Paid parental leave & reimbursement program for family planning services (such as fertility treatments, adoption, or surrogacy
Professional Development : Sponsored learning & development program (to cover classes, certifications, and more!)
Food Perks : Fully stocked kitchen & lunch reimbursement program
Work Flexibility : A hybrid office work model (In-Office Tues/Weds/Thurs and WFH Mon/Fri) & generous PTO days
Pontera is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Customer Experience Analyst jobs in New York, NY, United States
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