Description
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
#Associate
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