CE Analyst Team Lead

Remote

Full Time Senior-level / Expert
About Kraken
Our mission is to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion. In our first decade, Kraken has risen to become one of the largest, most successful and respected crypto exchanges on the planet. 
We are changing the way the world thinks about finance and our range of successful products are playing a critical role in the mainstream adoption of crypto assets. We continue to trail-blaze into new territory with the introduction of Kraken Bank, providing a more seamless integration between crypto and the traditional financial system. This makes us the first crypto company (ever) to be awarded a U.S. state banking charter. 
Our diverse group of 2,000+ Krakenites are distributed all over the world as part of our 'remote first' culture, united by a shared passion for delighting customers, upholding crypto values and achieving our meaningful mission. We attract people who push themselves to improve, are radically transparent and think differently in order to unlock their potential. 
Crypto is a rapidly evolving industry and we’re just getting started. We’re growing fast and you're invited to join the revolution!
About the Role 
As part of our Client Engagement Business Analysis Team, the Team Lead oversees the Discovery process established for all our servicing areas including funding, onboarding, trade, security and consumer. The Team Lead partners closely with analysts of each servicing area and is a leader on the team in establishing best practices for analysis, discovery, data analysis, reporting, documentation and communicating findings.
As Team Lead you’ll work closely with department leads, subject matter experts, product managers and engineers to help refine and produce the best in industry client experience and ensure improvements are escalated and resolved as quickly as possible. As Team Lead you are data driven and always look for evidence to justify the importance and priority of requests. You will seek opportunities and solutions to help to improve the client experience and strive to improve the productivity and efficiency of our teams.  We are looking for people who can grow with the role, so that means having a passion for learning and coming up with new ideas. We want people to own the process and continuously look for a better way to get things done. Our team is one of the best in the industry, and we’re looking for people who can make us better. Many of us work remotely, but we’re in touch with each other constantly. We collaborate to solve tough problems and meet regularly to stay up to date on what’s going on in the company and industry. We have a great community, and many of us have become close friends.

Responsibilities

  • Drive best practices and methodology within the CE Business Analysis Team for problem analysis, issue discovery, data analysis, requirements documentation, and communication
  • Oversee a team driving high priority initiatives that have visibility at all levels within Kraken, including executive level
  • Provide guidance and advice for analysts troubleshooting and investigating problems
  • Coach the team on managing internal communication channels and how to best lead communications with Product, Engineering and other departments
  • Develop and maintain the team playbook and training materials to help advance the teams knowledge, skills and methods
  • Continue to drive projects and any other special tasks assigned during any team absence
  • Effectively communicate status of escalated issues, or multiple discovery lead projects to CE leaders and management team
  • Drive quantitative data analysis in the team to help inform business decisions through impact analysis, root cause analysis, cost/benefit analysis or any form of quantitative analysis to help the wider business understand impacts
  • Lead team touch points and drive learning initiatives to keep team members advancing individually and the team advancing together as a collective in a rapid growth and quickly changing organization
  • Overseeing multiple recurring product triages to ensure all functions have the opportunity to present and discuss client experience improvements and their impact on the business on a regular cadence
  • Advance our platform and improve servicing by learning the products inside out to best represent our client's needs to the relevant teams

Requirements

  • 3+ years business analysis experience preferably within the Fintech or Crypto Industry
  • Knowledgeable and passionate about cryptocurrencies and motivated to accelerate global crypto adoption
  • Sufficient technical knowledge to be able to understand nuances and discuss trade offs between various proposed solutions
  • Able to take a systematic approach to troubleshooting and advise analysts or leads on improving process
  • Understands supportability/serviceability and is able to take a holistic view of problems across the department and make recommendations on key initiatives to drive Kraken product supportability and CE’s ability to scale effectively
  • Creative problem solver, strategic thinker and storyteller with strong writing skills who can effectively communicate what we need team members to know, feel and do
  • A proven record of data driven decision making to drive client experience forward
  • Experience coaching/developing business analysts or people in another technical discipline
  • Strong interpersonal and communication skills with the ability to demand focus on the client experience from colleagues in a constructive manner
  • Ability to understand the client’s wants and turn insights into actions that improve the quality of service delivered
  • Ability to build and manage relationships in order to influence/drive change in a large organization
  • Highly flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization
  • Ability to adapt to a rapidly changing business and technological environment and take lead in unstructured situations
  • Strong ownership mentality and an avid Kraken user
We’re powered by people from around the world with their own unique and diverse experiences. We value all Krakenites and their talents, contributions, and perspectives, regardless of their background. 
As an equal opportunity employer we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws. 
Check out all our open roles at https://www.kraken.com/careers.  
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