Member Experience Analyst

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Job description

Employee Applicant Privacy Notice

Who We Are

Shape a brighter financial future with us.

Together with our members, we're changing the way people think about and interact with personal finance.

We're a next-generation fintech company using innovative, mobile-first technology to help our 2+ million members reach their goals. The industry is going through an unprecedented transformation, and we're at the forefront.

We're proud to come to work every day knowing that what we do has a direct impact on people's lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

The role

The Digital Communications Member Experience Analyst position is a unique opportunity to assist thousands of members that interact with SoFi's services each day. We are looking for an individual with a strong blend of financial services and enterprise technology experience. Well developed communication and collaboration skills will be critical to the success of this role, as well as an aptitude for data, language, and technology.

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 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. The Digital Communications Member Experience Analyst plays a critical role in the continuous improvement of the customer engagement model and shares a commitment to delivering positive experiences around our evolving products and services. This role requires a passion to help our members thrive in their financial journey. To be successful in this role, you'll need superior analytical skills, keen attention to detail, and a proven ability to deliver results in a fast paced environment both individually and as part of a team.

What You'll Do

• Help to create/design and implement chatbot flows
• Recognize pertinent language patterns and conversational content that can lead to business value through product or operational improvements
• Using an inquisitive and intuitive approach, determine what keywords and phrases to train our software to recognize to create successful interactions as well as support business goals through analytics
• Review, calibrate, and validate the quality of data to verify analysis requirements in broadcasting the overall health of interactions across products
• Create stories from data analysis and communicate them across internal departments
• 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 the available technology
  

What You'll Need

• Demonstrated strong analytical skills, adept at identifying patterns, and hypothesis-driven problem-solving
• Exceptional written and oral communication skills, including an ability to communicate across key business areas
• Knowledge of Contact Center business practices preferred
• Preferred experience with speech analytics or extensive experience in B2C conversational English
• Quality Assurance / Agent Training experience preferred
• Innovative mindset, aptitude for learning new technologies / software and dexterity to adjust to changing priorities within an emerging business
• Excellent listening & communication skills and a positive attitude are required for frequent interaction with customers
• Self-starter who is able to act independently and work collaboratively
• 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
  

Why You'll Love Working Here

• Competitive salary packages and bonuses
• Comprehensive medical, dental, vision and life insurance benefits
• Generous vacation and holidays
• Paid parental leave for eligible employees
• 401(k) and education on retirement planning
• Tuition reimbursement on approved programs
• Monthly contribution up to $200 to help you pay off your student loans
• Great health & well-being benefits including: telehealth parental support, subsidized gym program
• Employer paid lunch program (except for remote employees)
• Fully stocked kitchen (snacks and drinks)
• These benefits are only applicable to full time employees
  

SoFi 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.

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

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