Client Engagement Ops Data Analyst in London

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. Before you apply, 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.

The Client Engagement (CE) Data Team sits at the center of our operations, partnering closely with both Data Engineering and CE Service teams to ensure Client Experience data is seamlessly ingested into the Kraken Data Lake. Our mission is to unlock the full value of CE data by leveraging advanced analytics and modern technologies to identify meaningful patterns, trends, and opportunities across client interactions.

By combining deep data expertise with a strong understanding of client engagement, the CE Data Team develops CE's core performance ecosystem—including key performance indicators, source-of-truth metrics, and team performance dashboards. These insights empower the CE organization to make informed decisions, optimize service delivery, and ultimately provide a world-class, 6-star client experience.

As a CE Data Analyst, you will play a critical role in shaping the performance ecosystem of the Client Experience organization. You will own the advancement of our CE Specialist Performance Management platform, the data backbone that powers our incentive models and helps drive the world-class support Kraken strives to deliver.

• Partner with the Client Engagement team to define meaningful KPIs that measure the effectiveness of CE operations.
• Build, refine, and maintain CE's performance metrics within the Data Lake as the single source of truth.
• Ensure performance measurements accurately reflect team outcomes, specialist productivity, and service quality.
• Continuously evaluate and enhance metrics to support evolving business needs and strategic goals.
• Create clear, intuitive, and impactful dashboards to communicate insights across the CE organization.
• Use tools such as Tableau, Power BI, or similar platforms to transform complex datasets into actionable intelligence.
• Provide data-driven recommendations that help leaders identify trends, optimize processes, and improve decision-making.
• Enhance dashboard usability and accessibility to support a data-informed culture across CE.
• Work closely with Data Engineering to translate CE business requirements into scalable data solutions.
• Assist in integrating data from core CE systems, such as Zendesk, Playvox, Workday, and internal admin tools into the Kraken Data Lake.
• Ensure data accuracy, consistency, and completeness across sources to support reliable analysis.
• Identify opportunities to improve data pipelines, reduce inefficiencies, and strengthen data governance.

Skills you should HODL:

• 5+ Years of Deep Expertise: Proven experience designing and managing performance metrics for Client Engagement, Sales, or Contact Center teams operating at scale.
• 5+ Years of SQL Expertise: Advanced proficiency in SQL to build, validate, and optimize performance metrics and datasets.
• 3+ Years Experience setting up and managing data pipelines, with a strong understanding of data workflow orchestration.
• 3+ Years in Data Integration & Infrastructure: Strong understanding of data integration practices and experience optimizing data infrastructure.
• Programming Fundamentals: Basic knowledge of Python for data analysis, automation, and modeling tasks.
• Cross-Functional Collaboration: Demonstrated success working with Client Engagement, Data Engineering, and other partner teams to align priorities and deliver high-quality, data-driven outcomes.
• Analytical Problem-Solving: Strong problem-solving abilities with exceptional attention to detail.
• Data Storytelling: Ability to translate complex data into clear, compelling insights for non-technical audiences.
• Clear Communication: Effective communicator with the ability to present analytical findings in a structured, concise, and impactful way.
• Continuous Learning: Proactive mindset focused on staying current with the latest trends, tools, and best practices in data analytics and technology.
• Crypto Curiosity: Passion for advancing the global adoption of crypto and supporting Kraken's mission.

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.