What are the responsibilities and job description for the Digital Customer Experience Analyst position at CreditShop?
Are you ready to build the future of our company?
About Mercury® Financial
Mercury® Financial is an innovative and growing financial services company with locations in both Austin, TX and Wilmington, DE. Our mission is to help customers build and maintain their financial future by offering them credit cards they can afford and understand. After only a few years, we've had great success building a significant credit card program, but we are aiming higher, which means we have lots of challenging problems for you to help us solve. Come onboard, work with some of the most talented individuals who thrive on collaboration and teamwork, and help us continue to build something special.
Location
Mercury® Financial is headquartered in the progressive and entrepreneurial tech hub of Austin, Texas . Our physical location is situated in a beautiful park like setting called the Domain. The Domain's ideal location and exceptional amenities, amazing restaurant selection, convenient parking are all perfect for after work happy hours!
What it's like to work here :
We foster a collaborative and innovative culture where you will be empowered to do your best work. All of our employees bring everything they have to their job and are part of a larger team working towards a greater goal. We do right by our employees, our partners, and our customers.
Job Responsibilities
- Develop and maintain performance dashboards to measure key digital experience KPIs, including customer engagement, error rates, and self-service adoption.
- Perform deep-dive analysis of large datasets to identify trends and actionable insights that optimize digital workflows and improve customer interactions.
- Establish proactive monitoring mechanisms to address issues in performance-critical workflows before they impact customers.
- Identify and address data gaps that hinder comprehensive analysis and informed decision-making.
- Support data architecture design to gain a deeper understanding of customer behavior across digital platforms.
- Collaborate with the Customer Experience team to identify opportunities to reduce friction in key processes such as payment transactions, digital tools, and account management.
- Manage the design and testing mechanisms for measuring the impact of new digital experiences across all business lines.
- Leverage insights to continuously refine the digital experience, ensuring scalability and alignment with evolving customer needs.
Basic Qualifications
Preferred Qualifications
Why you'll like working here :
This isn't a place where you will fill a seat and keep your head down. This is a place where everybody is expected to help build something. This is a place where you can be involved and lead in your areas of expertise. So, how much do you believe in yourself? If you believe in your skills, in your drive and determination, we'll give you the resources and room to show the world what you can do. Here are just a few of the benefits we offer :
Mercury® Financial is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.