Insights Analyst Member Experience

Summary

Join Chime's Insights team as an Analyst and contribute to the company's mission of empowering members to achieve financial progress. You will work closely with Support and Product teams to identify opportunities for improving the member experience. This role involves using data science and analytics to provide data-driven recommendations to the OMX team, creating insightful analyses, informing reporting and dashboards, and supporting the design and evaluation of experiments. You will be responsible for presenting findings clearly and concisely, collaborating cross-functionally, and driving member-oriented results, engagement, and retention. The ideal candidate will have a strong understanding of statistics and experiment design, proven experience in analytics, and excellent communication skills.

Requirements

• 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
• 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

Responsibilities

• 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

Preferred Qualifications

• Looker (or other BI tool) experience is preferred but not required
• Experience in fintech or support operations is preferred

Benefits

• 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