Data Marketing Associate - Digital & VOC Analytics
Avant is revolutionizing the world of lending by lowering the costs and barriers of borrowing for everyday people. At our core, we are a technology company that builds advanced platforms and uses custom analytics. Today, we help underserved consumers, the majority of whom get fast funding on our online platform without having to talk to anyone. Tomorrow we plan to use our world-class technology and underwriting capabilities to launch new products and bank partnerships that improve people’s financial lives.
Let’s get to business! We are growing and looking to add a Voice of Customer (VoC) Data Analyst to our expanding Analytics & Insights team. The ideal candidate will have a passion for putting themselves in the shoes of the customer and have proven success influencing cross-functionally to always think customer first. This newly created role reporting to the Head of Marketing Analytics & Insights will work collaborate with the Voice of Customer/Community Management team under the Brand Marketing team design, execute and measure programs to “listen” to customer feedback.
You will be responsible for analyzing Customer Experience measurement data, pulling impactful insights, and building business cases to prove the value of Customer Experience. You will build, develop and analyze large data sets, present data through dashboards/other tools, and collaborate with the VoC team to create business solutions and drive improvements across the customer experience.
Do you want to help a rapidly ascending FinTech company drive its next phase of growth? If so, Avant is looking for you!
What you do at Avant
Contribute to the vision and strategy of how Avant leverages customer feedback, measurement, and insights across the customer journey to understand, act and positively impact customer experience to drive bottom-line value
Identify top customer pain points/opportunities and develop hypotheses on how to resolve based on free text analytics, track trends/deviations in VoC
Establish Voice of the Customer and complaints dashboard and reporting. Create real-time feedback as customers provide it with relevant insights and metadata so that the team can do outbound contact to these customers and find out if we can take actions to make it right
Define and deploy more advanced methods for solving customer problems including NLP to better diagnose core issues to anticipate and more effectively solve customer problems.
Work with multiple business teams across the organization, simultaneously, to improve the adoption of CX tools by delivering value
Why you are a fit for the role
Bachelor’s degree in Customer Research, Statistics, Computer Science, Business, or a related field
3+ years of experience in Data Analytics
Hands-on experience applying descriptive statistics, machine learning, predictive modeling, and visualization techniques to solve challenging business problems
Expert analysis and data visualization skills (in R or Python or similar). Experienced with BI platforms such as Looker, Tableau, PeriscopeData
Experienced with NLP
Data querying skills in SQL
Excellent communication and presentation skills
Ability to explain technical concepts in simple terms to business stakeholders
Moves fast, be a team player, always be learning and give back
At Avant, we believe our values make a difference:
We value, support, and help each other grow
We are committed to active inclusion and diversity
We are transparent and believe the best idea wins
We succeed when our customers succeed
We get sh!t done...responsibly
And we keep it fun!
We believe that ideas are more important than titles, everything is more fun together, everyone drives change, and everyone is an owner. While we believe the perks and benefits that we offer are terrific, nothing excites us more than having the ability to collaborate with intelligent, highly-motivated, and talented people on challenging problems as we work to change the face of online lending.
Check out our Avant Blog!
Why Avant is a fit for you:
At Avant, we believe our values make a difference:
Authenticity. We show up to work as our whole selves and make sure others can too.
Collaboration. We can only succeed when we do so as a team.
Problem-Solving. The harder the problem, the more satisfying the solution.
Customer. We are all owners of the customer experience.
Initiative. Plan. Adapt. Get Sh!t Done.