Client Engagement Ops Analyst, Content

About Us

Kraken is a mission-focused company rooted in crypto values. Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology. As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages.

Kraken's focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world. We are committed to industry-leading security, crypto education, and world-class client support through our products like Kraken Pro, Desktop, Wallet, and Kraken Futures.

The Team

At Kraken, our mission is to accelerate the global adoption of cryptocurrencies. Our Client Experience (CX) team exists to make the journey simple, intuitive, and empowering. As our global user base and range of products continue to grow, delivering a seamless, end-to-end client experience becomes increasingly critical.

By understanding how clients interact with our platform and what they need at each stage of their journey, our client experience team helps make crypto more approachable and supports a more inclusive financial system. Our Client Experience & Content team plays a central role in this mission, combining analytical rigor, thoughtful storytelling, and cross-functional collaboration to turn data into insights that improve every client touchpoint.

The Role

As a Client Experience Analyst, you will support the Client Experience organization by measuring and analyzing client sentiment, identifying trends, and driving data-informed decision-making. You'll own client experience measurement programs end-to-end and deliver regular reporting on key metrics.

Responsibilities

• Support the Client Experience organization by measuring and analyzing client sentiment across support and digital channels, helping identify trends, satisfaction drivers, and areas for improvement over time.
• Own client experience measurement programs end to end, including NPS and other surveys, from analysis through insight generation to support data-informed decision-making.
• Develop and deliver regular reporting on Support Center performance, tracking key experience metrics such as self-service adoption, AI-assisted support performance, and chatbot effectiveness.
• Analyze web and product analytics to understand client journeys, behaviors, and engagement across platforms, identifying friction points and opportunities to improve the end-to-end experience.
• Build clear, compelling insights and narratives by synthesizing complex datasets into actionable recommendations for leadership and cross-functional partners.
• Partner with Support Center content owners to support a data-informed content strategy, ensuring help content is relevant, discoverable, and aligned with client needs.
• Collaborate with data, Product, Marketing, and Regional Operations teams to extract, analyze, and apply insights from digital platforms and CRM systems.
• Support initiatives related to AI technologies in client-facing support experiences by helping analyze performance and impact on efficiency and client satisfaction.

Requirements

• 2+ years' experience in web or digital analytics, with a proven ability to translate diverse data sets into actionable insights.
• Strong proficiency in Excel/Google Sheets, Mixpanel, and the Google Suite.
• Familiarity with data visualization tools such as Quicksight, Mixpanel, or similar.
• Proven ability to communicate and present insights clearly and persuasively to varied audiences, including senior leadership teams.
• Comfortable working in a dynamic, fast-paced, multicultural environment where priorities evolve quickly.
• Ability to work effectively with others, demonstrating strong collaboration and a willingness to support cross-functional teams to achieve shared goals.
• Passionate about the cryptocurrency world and most importantly a learning attitude about new crypto-industry trends.
• Fluency in English.