Charlotte, NC / Salt Lake City, UT - President and COO Office – Operations / Full-time / Remote. Varo’s Customer Advocacy Team (CAT) is a small group of dedicated, customer-focused, coffee-loving complaint experts. Customer complaints give us valuable insight into customer pain points and areas of friction, which we are able to then report to executive leaders and process owners within the company. Our team deep-dives into these complaints to understand the customer journey and identify potentia... more details
Data Analyst, Customer Advocacy Team
Charlotte, NC / Salt Lake City, UT
President and COO Office – Operations /
Full-time /
Remote
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Varo’s Customer Advocacy Team (CAT) is a small group of dedicated, customer-focused, coffee-loving complaint experts. Customer complaints give us valuable insight into customer pain points and areas of friction, which we are able to then report to executive leaders and process owners within the company. Our team deep-dives into these complaints to understand the customer journey and identify potential gaps or breaking points in Varo’s processes, procedures, and products. Using the voice of the customer, our team advocates for an exceptional customer experience and ensures that Varo is consistently delivering fair and compliant resolutions.
The Data Analyst is responsible for collecting, analyzing, and reporting complaint data for the purposes of monitoring the complaint management program. You’ll use your product knowledge and analytic skills to effectively track and communicate the customer experience and friction points to the senior leadership. With an empathetic and formal approach, you will craft well-written summaries of the results of data analyses in written reports, perform quantitative analysis of collected data, make recommendations, and perform follow-up inquiries/work to ensure the robustness, completeness, and health of the complaint management program. In this role, you’ll have an amazing opportunity to work cross-functionally with teams and subject matter experts all throughout Varo to drive positive customer outcomes. You will be empowered to use the voice of the customer to improve Varo and truly make a difference for our customers!
What you’ll be doing
Interpret data and author reporting of complaint metrics, trends, and themes to inform leadership and relevant stakeholders of the health of the complaint management program
Identify through reporting and analysis key insights, customer friction points, and process gaps to drive positive change
Develop robust, timely reporting to inform gaps and opportunities within the organization
Responsible for creating guidelines and maintaining guideline documents for data monitoring activities
Develops and maintains documentation of data definitions, sources, and relationships, including data dictionaries, and other documentation describing what/how/where/why data is stored, and how to access the data
Prepare tracking metrics and performance presentations with visualization for senior management and various forums
Work as a liaison with process owners to ensure they are informed on complaints impacting their respective areas and to drive resolution accountability
Provide effective follow-up with business partners to gather and report their progress to improve complaints within their ownership
Develop ad hoc reporting of complaints received to support business objectives
Adhere to strict deadlines and manage multiple tasks and projects in a fast-paced, results-oriented environment
You’ll bring the following required skills and experiences
1+ years experience in reporting and analytics
Experience in banking is preferred
Experience in project and/or system management is a plus
An analytical mindset with an ability and interest to mine and manipulate data
Experience using Excel and other analytic tools
Ability to navigate spreadsheets, documents, and other software applications and tools
Ability to use data to effectively develop executive-level communications and presentations
Ability to clearly communicate complex information
Strong execution capability and ability to wear multiple hats to drive work to completion
A passion for delivering best-in-class experiences and a natural curiosity to identify gaps using quantitative and qualitative data
A team player who thrives in a fast-paced, results-oriented environment, adaptable to business needs and change doesn’t faze you
$27 - $34 an hour
For cash compensation, we set standard ranges for all US-based roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. Per applicable law, the salary range for this role is $27 - $34 per hour. Final offer amounts are determined by multiple factors as well as candidate experience and expertise and may vary from the identified range.
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