Insights Analyst, Member Experience

About the role

As an Analyst on the Insights team, you will help to take our analyses to the next level by providing Chime’s OMX team with insights at their fingertips. You will be working directly with both our Support and Product partners to identify opportunities in helping our members have a great experience with Chime.

This role will use their analytics and data science toolkits to be responsible for providing data-driven recommendations to the OMX team in order to improve our product and processes to support the growing operational and member changing needs. Your work will be centered around a) creating insightful analyses to provide recommendations to our business partners, b) informing reporting and dashboards to productionalize and scale insights, and c) supporting the design and evaluation of experiments conducted within OMX.

This position requires a strong understanding of statistics and experiment design, such as regression and A/B testing, as well as the ability to present findings clearly and concisely across levels of the organization. You will demonstrate strong storytelling skills and collaborate cross-functionally to provide insights that drive member-oriented results, engagement, and retention. You will also partner with internal teams to develop critical metrics, analyze patterns, and deliver actionable insights that influence strategy.

The base salary offered for this role and level of experience will begin at $112,140 and up to $155,800. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to

• Partner with cross-functional teams to design and evaluate experiments (e.g., A/B tests, pre/post, diff-in-diff)
• Build actionable insights to improve the member experience to reduce member’s friction in the support process
• Apply statistical knowledge to provide insights and recommendations that drive business impact
• Create presentations that distill analyses into digestible conclusions and actionable recommendations
• Present data-driven insights using clear storytelling to influence senior leadership
• Synthesize data and build consensus by communicating data methodologies and results clearly to Chime teams
• Collaborate with other analysts, subject matter experts, and decision-makers to improve the overall member experience
• Regularly communicate associated outcomes and insights to various team members at all levels to help guide strategic decisions
• Work comfortably from both top-down hypotheses and bottom-up exploration to uncover areas of opportunity

To thrive in this role, you have

• A Bachelor’s degree in a quantitative field such as Statistics, Data Science, Economics, Mathematics, Computer Science, or a related discipline
• Minimum of 4 years experience (post-internship) in analytics or a similar role (or Master’s degree with minimum of 3 years experience )
• Strong knowledge of statistics and experience evaluating experiment results for statistical significance and business impact
• Experience designing, conducting, and assessing experiments (A/B tests, difference-in-difference, pre/post, etc.)
• Proven track record to apply scientific methods (regressions, clustering, probability) to solve business problems
• Ability to code complex queries in SQL, with mastery of CTEs, joins, aggregations, and window functions
• Proficiency in Python (or R), especially for experiment analysis and data manipulation
• Looker (or other BI tool) experience is preferred but not required
• Experience building presentations to tell compelling stories and share data-driven recommendations
• Strong verbal and written communication skills, including the ability to synthesize complex topics and create compelling narratives for various audiences
• A focus on impact - you don’t stop with just recommendations but ensure to see work through to changing the business.
• A hunger to know and share the “who, what, when, and why” of the customer’s pain points in their support experience to surface product and process improvement opportunities
• Experience in fintech or support operations is preferred 

A little about us

At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that basic banking services should be helpful, transparent, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.

We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.

We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress. 

We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential.

Because if we don't—who will?

*Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.

What we offer

• 🏢 A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you’re local to one of our offices or remote
• 💻 Hybrid work perks like backup child, elder and/or pet care, as well as a subsidized commuter benefit
• 💰 Competitive salary based on experience
• ✨ 401k match plus great medical, dental, vision, life, and disability benefits
• 🏝 Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off 
• 🫂 1% of your time off to support local community organizations of your choice
• 👟 Annual wellness stipend to use towards eligible wellness related expenses
• 👶 Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
• 👪 Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.
• 🎉 In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
• 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress

We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, Cook County Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation, please let us know. 

To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.

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