About the role
Chime is growing our member (customer) experience organization, focused on developing and implementing a world-class member experience strategy that delivers a positive, meaningful experience across all touchpoints. It is built around 3 guiding principles:
- Frictionless product: Use member insights to mitigate member issues with a simple, transparent product
- Self-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each other
- Excellent support: When members do have to contact us, provide them with excellent service
The Senior Manager of Reporting & Insights will build and lead a newly created function, with the objective of providing Chime’s member experience team the right and accurate data and reporting at their fingertips. This role will be responsible for managing the strategy, creation and maintenance of all data and reporting for the organization in order to support our growing operational and member changing needs.
Your work will be centered around a) building the data infrastructure to serve Member Experience’s business needs, b) providing important operational metrics and their calculations for all teams across the organization, and c) developing scalable dashboards and reports to communicate these metrics and insights to all of Chime.
This position requires a strong understanding of data and reporting, as well as the ability to operationalize the creation and delivery of standard and custom reports for all teams within the Member Experience organization. You will possess superior reporting skills and knowledge of the organization in order to create reports that drive member results, engagement and retention. You will also work closely with other internal teams to develop KPIs, analyze trends/patterns and provide actionable insights across the organization.
This role cannot be performed in the state of Colorado.
In this role, you can expect to
- Own global reporting and dashboarding to keep a pulse on Chime’s support and operations. The reporting and dashboards will be used by all employees in the organization, from the SVP to the front-line leaders of thousands of support agents globally.
- Build, lead and grow a team of highly skilled analysts to develop, produce and iterate on our to-be-created standardized suite of reporting.
- Develop data, visualization and metrics requirements in support of executive briefings and presentations, including monthly and quarterly business reviews.
- Synthesize data and build consensus by clearly communicating and presenting data orientated information. Ensure that other Chime organizations and external BPO partners understand the methodologies of our metrics.
- Achieve scale and efficiency by identifying opportunities for internal execution and operational excellence functions and coming up with innovative data driven solutions.
- Serve as a strategic thought partner to the data engineering and analytics teams; collaborate on maintaining ETLs, pipelines and automations to ensure we can understand and act on business performance accurately, scalably, with minimal manual upkeep.
To thrive in this role, you have
- A bachelor’s degree, with a minimum of 6 years experience working in reporting, business intelligence, analytics,, or a similar role.
- Proven track record of people management, including experience directly managing reporting and analytical teams.
- Operational experience building intuitive and impactful dashboards and data visualizations that drive business decisions (using Looker, Tableau, etc.).
- Ability to code complex queries and experience using SQL Experience with pipelines and ETLs that transform structured and unstructured data sets in large-scale, and complex datasets into meaningful data models preferred.
- Comfortable with both setting the long-term strategy and making it happen, digging deep into data and the details.
- Teamwork – You care about your team and are passionate about helping them succeed, you love going heads down in the data, but can also take a step back and understand the big picture.
- BPO operations or consulting background preferred but not required.
A little about us
We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we’ve empowered millions of Americans to take control of their finances.
Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more!
We’ve built one of the most experienced leadership teams in Fintech and were recently valued at over $14.5B. We’ve raised over $1B in funding from leading investors including DST, Coatue, Tiger Global, General Atlantic, Iconiq, Dragoneer, Menlo, Whale Rock, Access, Forerunner, Crosslink, Cathay, aCrew, and others.
What we offer
- Competitive salary based on experience
- ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
- Quarterly stipend to spruce up your home office
- Generous vacation policy and company-wide Take Care of Yourself Days
- Virtual events to connect with your fellow Chimers- think cooking classes, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
- A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help create a completely new kind of banking service
We know that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.
We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.
Source: Indeed.com
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