Senior Member Experience Analyst

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Who we are:

Welcoming, collaborative and having the opportunity to make an impact - is how our employees describe working here.  Galileo is a financial technology company that provides innovative and revolutionary software products and services that power some of the world's largest Fintechs. We are the only payments innovator that applies tech and engineering capabilities to empower Fintechs and financial institutions to unleash their full creativity to achieve their most inspired goals. Galileo leads its industry with superior fraud detection, security, decision-making analytics and regulatory compliance functionality combined with customized, responsive and flexible programs to accelerate the success of all payments companies and solve tomorrow's payments challenges today. We hire energetic and creative employees while providing them the opportunity to excel in their careers and make a difference for our clients. Learn more about us and why we work here at https://www.galileo-ft.com/working-at-galileo.

The role:

The Digital Communications Senior Member Experience Analyst position is a unique opportunity to assist thousands of members that interact with Galileo’s services each day. We are looking for an individual with experience with financial services customer care relevant to our products and enterprise technology experience, specifically chatbot or speech/text analytics. Distinguished communication and collaboration skills will be critical to the success of this role, as well as an aptitude for data, language, and technology. 

The Digital Communications Senior Member Experience Analyst would be primarily responsible for continuous improvement of the customer engagement model and must share a commitment to delivering positive experiences around our evolving products and services. Our ideal candidate will enjoy partnering with internal stakeholders to uncover critical business drivers and meet the needs of our varied lines of business. The Digital Communications Senior Member Experience Analyst leverages data and key insights to optimize member interactions for both members and our internal support team. This candidate must consistently drive actionable solutions for customer care, sales, quality, compliance, operations efficiency, and marketing groups. This role requires a demonstrated passion for helping our members thrive in their financial journey. To be successful in this role, you’ll need superior analytical skills, proactive problem solving mentality, and a proven ability to deliver results in a fast paced environment as a senior analyst amongst our team. 

What you’ll do: 

• Create stories from data analysis and communicate them across internal departments 
• Design and implement chatbot flows 
• Recognize pertinent language patterns and conversational content that can lead to business value through product or operational improvements 
• Determine keywords and phrases to train our software to recognize to create successful member interactions 
• Review, calibrate, and validate the quality of data to verify analysis requirements in broadcasting the overall health of interactions across multiple products
• Create, edit, and manage custom dashboard reports 
• Manage and maintain solutions libraries that can be used across multiple lines of business Brainstorm value-added features and applications to further use our available technology 

What you’ll need:

• 3+ years of necessary extensive experience in B2C conversational English related to chatbots or with speech/text analytics solutions OR 
• 3+ years of necessary experience with Contact Center business practices relevant to the appropriate products 
• Demonstrated strong analytical skills, adept at identifying patterns, and hypothesis-driven problem-solving 
• Exceptional written and oral communication skills related to communicating to cross-functional groups across key business areas 
• Positive attitude, empathy, and customer-focused communication skills are required for impact on interaction with customers 
• Innovative mindset, aptitude for learning new technologies / software and dexterity to adjust to changing priorities within a dynamic business 
• Ability to act independently and proactively address problems as a self-starter
• Proven collaborative achievements in past roles 
• Ability to work effectively with product development, engineers, and business team 
• Bachelor's Degree in Business, Marketing, Communications, Statistics or other quantitative oriented fields or equivalent experience

Nice to have:

• Experience with Python or Javascript 

Compensation and Benefits The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.    This role may also be eligible for a bonus and/or long term incentives. Your recruiter will provide more information to you. All roles are eligible for competitive benefits. More information about our employee benefits can be found in the link below.   Benefits To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi & Galileo page!   US-Based Base Compensation$73,600—$138,000 USD

Galileo Financial Technologies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

The Company hires the best qualified candidate for the job, without regard to protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

New York applicants: Notice of Employee Rights

Galileo is committed to embracing diversity. As part of this commitment, Galileo offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com.

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.

Internal Employees If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.