Client Engagement Process Optimization Senior Analyst

About Us

Kraken is a mission-focused company rooted in crypto values. Our team of Krakenites is united by our desire to discover and unlock the potential of crypto and blockchain technology. We are accelerating the global adoption of crypto so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken's focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world.

As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. 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 Role

The Process Optimization Senior Analyst brings process mining expertise and hands-on implementation capability to Client Engagement operations. You will work within the Process Optimization team, which partners with Client Engagement leadership to understand business needs and engineer solutions across CE systems and platforms. The team owns the technical backbone of CE operations—designing, building, and maintaining the workflows, automations, and integrations that power the client experience.

With core end-to-end opportunity mapping already complete, your focus will be execution: turning identified opportunities into implemented process improvements, supporting CE Ops teams with process mining analysis, and providing the data foundation that drives prioritization across system architecture, engineering, and AI automation initiatives.

This is a hands-on role. Beyond analysis, you will be expected to design and implement to-be process flows, build process models and dashboards, and support CE Ops teams with process mining capabilities—directly influencing how thousands of client interactions are handled every day.

Responsibilities

Process Mining & Data Analysis

• Provide process mining support to CE Ops teams—helping them understand their workflows through Celonis analysis, identify improvement opportunities, and measure change impact.
• Build and maintain process models for critical operational flows: ticket routing, client intake, escalation paths, and resolution workflows.
• Run conformance checks to identify deviations between designed processes and actual execution, quantifying the gap.
• Develop dashboards and visualizations that surface bottlenecks, rework loops, and throughput issues in real time.
• Conduct root cause analysis on process inefficiencies, applying the 80/20 principle to focus on the highest-impact findings.
• Connect Celonis to key data sources and build reliable event logs to expand process mining coverage across CE.
• Deliver regular process health reports with clear, data-backed recommendations for improvement.

To-Be Process Design & Implementation

• Take identified process improvement opportunities from analysis to implementation—designing, documenting, and rolling out to-be flows across Client Engagement.
• Work with operational teams to validate to-be process designs, manage change, and ensure successful adoption.
• Quantify expected vs. actual impact of implemented changes using process mining baselines and post-implementation monitoring.
• Iterate on implemented flows based on conformance data and frontline feedback, driving continuous refinement.
• Maintain and update process documentation as workflows evolve through implementation cycles.

Automation & AI Support

• Use process mining data to identify and prioritize automation candidates—surfacing the workflows where automation will have the highest impact.
• Support the Process Optimization Specialist in scoping automation use cases by providing process data, volumetrics, and baseline measurements.
• Help define acceptance criteria and success metrics for automation initiatives based on process mining baselines.
• Monitor post-implementation process performance to validate that automations deliver expected results.
• Contribute to AI and automation pilots by providing process readiness assessments and data-driven feedback.

CE Ops Support & Collaboration

• Act as the process mining resource for CE Ops teams—helping them understand their workflows, identify inefficiencies, and build cases for change.
• Present process mining findings to stakeholders in clear, non-technical language with actionable recommendations.
• Contribute to the team's automation backlog by surfacing data-backed improvement opportunities.
• Support cross-functional alignment by providing the analytical foundation for prioritization and trade-off discussions.

Requirements

• 2+ years in process analysis, process optimization, business analysis, or operational excellence—preferably in fintech, crypto, or high-volume customer operations.
• Hands-on experience with Celonis or equivalent process mining tools (Signavio, Minit, UiPath Process Mining)—able to build process models, dashboards, and conformance checks.
• Strong data analysis skills: comfortable with SQL, data extraction, and working with event logs from multiple source systems.
• Ability to translate data findings into clear business recommendations—comfortable presenting to both technical and non-technical audiences.
• Understanding of process optimization methodologies and frameworks (Lean, Six Sigma concepts, or similar).
• Analytical mindset with attention to detail and a bias for action over perfection.
• Familiarity with BI/visualization tools (Looker, Mixpanel, Tableau, or similar).

Nice to Have

• Basic understanding of AI/ML applications in operations: chatbots, intelligent routing, automated classification.
• Experience with automation tools or platforms (Zapier, n8n, Make, or similar).
• Familiarity with Zendesk, Salesforce Service Cloud, or similar CX platforms.
• Basic Python/scripting skills for data manipulation and analysis.
• Lean Six Sigma certification (Yellow or Green Belt).
• Background in crypto/digital assets operations or compliance-adjacent workflows.