Customer Experience Analyst

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 and security with our team's expertise and care, we help small businesses spend their time on what matters mostthe next chapter of their business.

Since 2013, we've provided small and medium-sized businesses with access to more than $5.4 billion in financing. As a top small business banking provider trusted by thousands of small business owners, we're proud to offer a full suite of tailored banking services, including a business checking account, line of credit, and invoice factoring.

Headquartered in Redwood City, CA, and with offices in Salt Lake City, Jersey City, Tel Aviv, and Karmiel, we're hiring problem solvers and collaborators to help build a better financial future for small business owners.

* BlueVine is a financial technology company, not a bank.

**ABOUT THE ROLE:**

Were looking for a Customer Experience Workflow Analyst who will focus on BlueVines Small Business Products. Reporting to the Senior Customer Experience and Workflow Analyst, the ideal candidate will be an analytical thinker who excels in a collaborative, high-energy, fast-paced environment. The individual will work cross-functionally on broad ranging strategic initiatives, as well as evaluate CX growth opportunities and execute operational enhancements.

The candidate will be someone who is a creative problem-solver who can lead process design and workflow initiatives that will improve the employee and customer experience. We are looking for someone who is energetic, self-motivated, and ready to step up to the challenge of documenting processes that are crucial to the successful operation of our business.

***This is not a fully remote role.*** *At BlueVine, we pride ourselves on our collaborative culture, which we believe is best maintained through in-person interactions and a vibrant office environment. All of our offices will reopen in accordance with local guidelines, and will follow a hybrid model.*

**WHAT YOU'LL DO:**

* Develop and maintain a full understanding of the BlueVine product offerings, customer journey maps, and process flows

* Partner with cross-functional teams across BlueVine and our bank partners to create, document and implement best in class customer processes

* Proactively identify and prioritize customer pain points through trend and workflow analysis

* Develop and implement client centric processes that helps scale the organization while driving exceptional customer experiences

* Represent the voice of the customer by helping to provide product and customer experience feedback and recommended enhancements to other departments in the organization

**WHAT WE LOOK FOR:**

* 1-3 years experience in customer centric process roles, with at least 1 of those years as a journey or process mapper.

* Experience working with LucidChart or similar mapping program

* Demonstrated ability to collaborate broadly with a flexible, positive attitude and ability to get results.

* Strengths in structured and logical thinking, problem solving, issue resolution, and attention to detail.

* Ability to learn and adapt to new technologies and apply those concepts to client needs

* Excellent written and oral communication skills and ability to articulate technical concepts clearly and succinctly

* Bachelors degree or equivalent a plus

* Experience working in Fintech or Banking a plus

**Once We Return to Office:**

* Free commuter benefits - CalTrain passes for SF employees and a monthly parking allowance

* Weekly catered lunches

* Unlimited snacks in fully stocked kitchens

* Pet-friendly HQ

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