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In this role, you will primarily measure and analyze client sentiment across support and digital channels, helping identify trends and satisfaction drivers.
You will be in charge of client experience measurement programs end to end, that include NPS and other surveys, from analysis through insight generation to decision-making.
You will analyze web and product analytics to understand client journeys, behaviors, and engagement across platforms, identifying friction points and opportunities to improve the end-to-end experience.
You will develop and deliver regular reporting on Support Center performance that tracks experience metrics.
You will partner with data, Product, Marketing, and Regional Operations teams to extract, analyze, and apply insights from digital platforms and CRM systems.
Kraken
Kraken is a mission-focused company rooted in crypto values that aims to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion.