Senior Data Analyst, Member Experience

Senior Data Analyst, Member Experience

At Current, we’re on a mission to enable our members to create better financial outcomes for themselves. Headquartered in NYC, we’re a leading U.S. fintech and one of the fastest growing companies with over million members. No matter your title, we welcome everyone to build great products, grow quickly, and make an impact together.

ABOUT THE ROLE

We are looking for a Senior Data Analyst with preferably prior industry experience in FinTech and the B2C/DTC domain. In this role, you will use data to drive strategic decisions, improve business performance, and enhance our customer interactions to create a seamless user experience. You will use advanced analytics to find trends, evaluate performance, and deliver strategic insights that facilitate data-driven decision-making within the Member Experience team and across the organization. The ideal candidate has a deep understanding of customer behavior, a passion for data-driven decision-making, and a proven ability to translate insights into actionable strategies.

RESPONSIBILITIES

• Analyze customer data to identify trends, pain points, and opportunities to improve the member experience and drive operational efficiency..
• Develop and maintain data pipelines, dashboards and reports to track key performance indicators (KPIs) that tie customer success effectiveness, member satisfaction, and engagement to business bottomline metrics.
• Utilize internal and third-party data to conduct in-depth analyses, identify gaps, mitigate friction and pain points, and optimize customer interaction across channels.
• Partner with cross-functional teams, including Product, Engineering, Finance, and Customer Success, and leverage such techniques as A/B testing and customer segmentation to enhance personalization and support strategies.
• Provide actionable insights to leadership on customer behaviors and sentiments, including outreach trends and satisfaction with support and product experiences.
• Ensure data integrity, accuracy, and governance in analytics pipelines across multiple customer interaction channels.
• Participate in on-call rotation to support production analytics data pipelines.
• Mentor junior analysts and contribute to a data-driven culture within the team.

ABOUT YOU

• 5+ years of experience in data analytics, preferably in fintech, banking, or a customer-centric industry.
• Strong proficiency in SQL, Python, or R for data analysis and manipulation.
• Experience building reports and dashboards using data visualization tools such as Tableau, Looker, or Power BI.
• Expertise in customer support analytics, customer satisfaction score (CSAT) analysis, and operational efficiency metrics.
• Experience in A/B testing, customer segmentation, and deep dive analysis in the context of informing business strategies from user behaviors.
• Excellent problem-solving skills and the ability to translate complex data into actionable insights.
• Strong communication skills to effectively collaborate with technical and non-technical stakeholders.
• Strong project ownership and the ability to drive requirement gathering and prioritization.
• Experience with CRM systems (e.g., Zendesk) and customer feedback tools is a plus.
• Experience within the startup space is advantageous.

Additional Skills and Qualifications

• Experience with Looker or other business intelligence tools is preferred.
• Exposure to dimensional modeling concepts to power meaningful analytics.
• Ability to visualize data effectively and communicate insights clearly and concisely.
• Experience modeling data using dbt.
• Familiarity with machine learning techniques and predictive analytics is a plus.
• Experience working with Fintech, banks or a B2C company.

This role has a base salary range of $150,000 - $200,000. Compensation is determined based on experience, skill level, and qualifications, which are assessed during the interview process. Current offers a competitive total rewards package which includes base salary, equity, and comprehensive benefits.

BENEFITS

• Competitive salary
• Stock options
• 401(k) savings plan
• Discretionary performance bonus program
• Biannual performance reviews
• Medical, Dental and Vision premiums covered at 100% for you and your dependents
• Unlimited time off and paid holidays
• Generous parental leave policy
• Commuter benefits
• Healthcare and Dependent care FSA benefit
• Employee Assistance Programs focused on mental health
• Healthcare advocacy program for all employees
• Access to mental health apps
• Team building activities
• Our modern Chelsea-based office with open floor plan, stocked kitchen, and catered lunches