Analyst, Customer Experience Job Vacancy in Upgrade Phoenix, AZ 85004 – Latest Jobs in Phoenix, AZ 85004 – updated today

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Company Name : Upgrade
Location : Phoenix, AZ 85004
Position : Analyst, Customer Experience

Job Description : Upgrade is a fintech unicorn founded in 2017. We are the fastest-growing company in the Americas (Financial Times). In the last five years, over 15 million people have applied for an Upgrade card or loan, and we have delivered over $10 billion in affordable and responsible credit. Our innovative Upgrade Card is the fastest growing credit card in America (Nilson Report). Combining the flexibility of a credit card with the low cost of an installment loan helps us redefine banking.
Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, one of the “Top Companies to work for in Arizona”, and we have received awards for being a best company for Diversity, Women, Culture, and Veterans.
We are looking for new team members who get excited about designing and delivering new and better products to join a team of 900 talented and passionate professionals. Come join us if you like to tackle big problems and make a meaningful difference in people’s lives.
We value our team members and provide everyone with 100% paid medical, dental, vision, short-term disability, and life insurance. We provide catered lunches and keep our breakroom kitchen fully stocked everyday!
Primary Responsibilities:

Review calls, emails, chats and other customer interactions
Review customer survey results
Document customer journeys
Identify sources of customer dissatisfaction
Complete customer experience improvement projects
Report CX results to management
Collaborate with key stakeholders (Operations, Customer Advocacy, Quality Assurance, etc.)

Skills, Experience & Qualifications

BS in a relevant field or equivalent work experience
Process mapping knowledge including customer experience journeys
Knowledge of process improvement theories (six sigma, lean, etc.)
Experience interpreting and identifying improvement opportunities based on the Voice of the Customer (VOC)
Ability to drive improvement in a rapidly changing environment
Ability to partner with key stakeholders and influence change
Ability to effectively communicate findings to the organization

**This is a fully in-office position, please anticipate that you will be required to come in to the Phoenix office daily. We can provide you with a lightrail pass or paid parking in any of the garages or lots surrounding the office.
Job Type: Full-time
Pay: $60,000.00 per year
Benefits:

401(k)
Dental insurance
Flexible schedule
Health insurance
Paid time off
Vision insurance

Schedule:

Monday to Friday

Work Location: One location

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Post Tags : , Phoenix, AZ 85004, jobs in Phoenix, AZ 85004, Analyst, Customer Experience jobs in Phoenix, AZ 85004

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