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- Tasks: Analyse client sentiment and improve their experience with our crypto platform.
- Company: Join Kraken, a leading crypto company focused on financial freedom and inclusion.
- Benefits: Fully remote work, diverse team, and opportunities for professional growth.
- Why this job: Be part of a mission to make crypto accessible and impactful for everyone.
- Qualifications: Experience in digital analytics and a passion for the crypto world.
- Other info: Dynamic, multicultural environment with a focus on collaboration and innovation.
The predicted salary is between 36000 - 60000 £ per year.
Building the Future of Crypto. Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology.
What makes us different? Kraken is a mission-focused company rooted in crypto values. As a Krakenite, you'll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken's focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world.
Please read the Kraken Culture page to learn more about our internal culture, values, and mission. We also expect candidates to familiarize themselves with the Kraken app.
As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Kraken is committed to industry-leading security, crypto education, and world-class client support through our products like Kraken Pro, Desktop, Wallet, and Kraken Futures.
Become a Krakenite and build the future of crypto!
The team at Kraken is dedicated to accelerating the global adoption of cryptocurrencies. Our Client Experience (CX) team exists to make the journey simple, intuitive, and empowering.
As our global user base and range of products continue to grow, delivering a seamless, end-to-end client experience becomes increasingly critical. By understanding how clients interact with our platform and what they need at each stage of their journey, our client experience team helps make crypto more approachable and supports a more inclusive financial system.
Our Client Experience & Content team plays a central role in this mission, combining analytical rigor, thoughtful storytelling, and cross-functional collaboration to turn data into insights that improve every client touchpoint. As we scale, we're looking for a Client Experience Analyst who shares our passion for data, innovation, and the transformative potential of crypto.
The opportunity includes:
- Supporting the Client Experience organization by measuring and analyzing client sentiment across support and digital channels, helping identify trends, satisfaction drivers, and areas for improvement over time.
- Owning client experience measurement programs end to end, including NPS and other surveys, from analysis through insight generation to support data-informed decision-making.
- Developing and delivering regular reporting on Support Center performance, tracking key experience metrics such as self-service adoption, AI-assisted support performance, and chatbot effectiveness.
- Analyzing web and product analytics to understand client journeys, behaviours, and engagement across platforms, identifying friction points and opportunities to improve the end-to-end experience.
- Building clear, compelling insights and narratives by synthesizing complex datasets into actionable recommendations for leadership and cross-functional partners.
- Partnering with Support Center content owners to support a data-informed content strategy, ensuring help content is relevant, discoverable, and aligned with client needs.
- Collaborating with data, Product, Marketing, and Regional Operations teams to extract, analyze, and apply insights from digital platforms and CRM systems.
- Supporting initiatives related to AI technologies in client-facing support experiences by helping analyze performance and impact on efficiency and client satisfaction.
Skills you should HODL:
- 2+ years' experience in web or digital analytics, with a proven ability to translate diverse data sets into actionable insights.
- Strong proficiency in Excel/Google Sheets, Mixpanel, and the Google Suite.
- Familiarity with data visualization tools such as Quicksight, Mixpanel, or similar.
- Proven ability to communicate and present insights clearly and persuasively to varied audiences, including senior leadership teams.
- Comfortable working in a dynamic, fast-paced, multicultural environment where priorities evolve quickly.
- Ability to work effectively with others, demonstrating strong collaboration and a willingness to support cross-functional teams to achieve shared goals.
- Passionate about the cryptocurrency world and most importantly a learning attitude about new crypto-industry trends.
- Fluency in English.
Unless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis.
We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions, and unique perspectives. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgeable about crypto!
As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind.
Client Engagement Ops Analyst, Content in London employer: Kraken
Contact Detail:
Kraken Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Engagement Ops Analyst, Content in London
✨Tip Number 1
Get to know Kraken inside out! Familiarise yourself with the app and our mission. When you understand what we stand for, you can tailor your conversations to show how you fit into our culture.
✨Tip Number 2
Network like a pro! Connect with current Krakenites on LinkedIn or Twitter. Ask them about their experiences and insights. This not only shows your interest but can also give you insider tips that might just set you apart.
✨Tip Number 3
Prepare for the interview by thinking about how your skills align with our goals. Be ready to discuss how you can enhance client experience through data analysis and storytelling. Show us your passion for crypto!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our mission to revolutionise the crypto world.
We think you need these skills to ace Client Engagement Ops Analyst, Content in London
Some tips for your application 🫡
Know Your Stuff: Before you hit that apply button, make sure you’re familiar with the Kraken app and our mission. Understanding our values and what we stand for will help you tailor your application and show us you’re genuinely interested in being a part of the team.
Show Your Passion: We love candidates who are passionate about crypto! In your application, let us know why you’re excited about the industry and how your skills can contribute to our mission of accelerating global adoption. A little enthusiasm goes a long way!
Be Clear and Concise: When writing your application, keep it clear and to the point. Highlight your relevant experience and skills, especially those related to data analysis and client engagement. We appreciate straightforward communication that gets right to the heart of what you bring to the table.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there.
How to prepare for a job interview at Kraken
✨Know Your Crypto Stuff
Before the interview, make sure you brush up on your cryptocurrency knowledge. Familiarise yourself with Kraken's products and services, as well as current trends in the crypto space. This will not only show your passion but also help you answer questions confidently.
✨Master the Metrics
As a Client Engagement Ops Analyst, you'll be dealing with data and analytics. Be prepared to discuss your experience with tools like Excel, Google Sheets, and any data visualisation software. Bring examples of how you've turned data into actionable insights in previous roles.
✨Showcase Your Communication Skills
You'll need to present insights clearly to various audiences, including senior leadership. Practice explaining complex data in simple terms. Think of examples where you've successfully communicated findings or recommendations to non-technical stakeholders.
✨Embrace Collaboration
Kraken values teamwork, so be ready to discuss how you've worked with cross-functional teams in the past. Share specific instances where your collaboration led to improved client experiences or successful projects. Highlight your adaptability in fast-paced environments too!
