[Remote] Customer Experience Analyst at Empower

San Antonio, Texas, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial ServicesIndustries

Requirements

Bachelor’s degree or equivalent experience
3+ years of experience in customer experience, process improvement, or business analysis
Strong analytical skills with ability to transform complex data into clear and actionable recommendations
Advanced PowerPoint skills with ability to develop visually engaging journey maps and reports
Proficiency in Excel (pivot tables, formulas, vlookup) and familiarity with Tableau, Qualtrics, or Salesforce
Excellent written and verbal communication skills for engaging and influencing stakeholders
Strong organizational skills with ability to manage multiple projects and deadlines effectively
Applicants must be authorized to work for any employer in the U.S. (no sponsorship)

Responsibilities

Create and maintain detailed customer journey maps that visualize client experiences and identify pain points and opportunities
Analyze quantitative and qualitative data to uncover insights and root causes impacting customer satisfaction and loyalty
Collaborate with cross-functional teams in product, marketing, service, operations, and compliance to align strategies with customer needs
Translate Voice of Customer (VoC) feedback into actionable business initiatives that improve service and communication
Develop and present insights reports that influence customer experience strategy and decision-making
Monitor customer experience metrics and track progress against defined success measures
Participate in cross-functional projects ensuring the customer perspective is represented throughout planning and execution

Skills

Key technologies and capabilities for this role

Customer Journey MappingData AnalysisQuantitative AnalysisQualitative AnalysisVoice of CustomerCustomer Experience MetricsCross-functional CollaborationStakeholder CommunicationInsight ReportingRoot Cause Analysis

Questions & Answers

Common questions about this position

What experience is required for the Customer Experience Analyst role?

A Bachelor’s degree or equivalent experience and 3+ years in customer experience, process improvement, or business analysis are required.

What key skills are needed for this position?

Strong analytical skills, advanced PowerPoint skills for journey maps and reports, proficiency in Excel (pivot tables, formulas, vlookup), and familiarity with Tableau, Qualtrics, or Salesforce are essential, along with excellent communication and organizational skills.

Is remote work available for this role?

The company offers a flexible work environment.

What is the company culture like at Empower?

Empower emphasizes a flexible work environment, fluid career paths, internal mobility, purpose, well-being, work-life balance, inclusivity, and volunteering.

What will make my application stand out for this role?

Highlight experience designing Voice of Customer programs, knowledge of metrics like NPS, CSAT, CES, synthesizing data sources, leading workshops, and a collaborative problem-solving approach.

Empower

Personal finance management and credit building

About Empower

Empower.me provides personal finance management and credit building services through a subscription model. Users can sign up for a 14-day free trial, after which they pay $8 per month for access to various financial tools. These tools include customizable payment plans, budgeting features, and credit score monitoring. A key aspect of Empower.me is its focus on helping users build credit by reporting their payments to credit bureaus, which can enhance their credit history if payments are made on time. Additionally, Empower.me offers a Thrive line of credit, which involves a soft inquiry on the user's credit report, ensuring that their credit score remains unaffected during the application process. Unlike many competitors, Empower.me specifically targets individuals with no minimum credit score, aiming to improve their financial health and savings.

San Francisco, CaliforniaHeadquarters

2016Year Founded

$96.8MTotal Funding

LATE_VCCompany Stage

Fintech, Financial ServicesIndustries

51-200Employees

Benefits

Generous equity package

Full healthcare benefits

Unlimited PTO

Technology expense reimbursement

Work from anywhere

Risks

Increased competition from fintech companies like Chime and Varo could impact market share.

Integration challenges from acquisitions may disrupt operations and delay strategic goals.

Regulatory scrutiny on credit services could increase compliance requirements and costs.

Differentiation

Empower offers a unique subscription-based model for financial management tools.

The company focuses on credit building by reporting payments to credit bureaus.

Empower's Thrive line of credit involves a soft inquiry, not affecting credit scores.

Upsides

Acquisition of Petal and Cashalo expands Empower's product offerings and customer base.

Increased demand for financial literacy tools among millennials and Gen Z benefits Empower.

Growing interest in alternative credit scoring aligns with Empower's mission for underserved consumers.

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