Job Description
Ready to be pushed beyond what you think you’re capable of?
At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.
To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.
Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.
The Coinbase Customer Experience (CX) organization plays an imperative role in achieving our mission. Our team is dedicated to eliminating customer defects, driving efficiency through automation, and optimizing support operations. We are seeking an experienced Data Analyst to lead insights into our quality assurance and knowledge management functions. As a Data Analyst on our team, you will own and drive projects that create meaningful business impact. You’ll have the opportunity to transform data into measurable actions that improve customer experiences and help shape our long-term strategy to deliver maximum impact to our customers.
What you’ll be doing:
- Improve customer experiences by developing bar raising metrics, self-service tools, and deep analyses that drive actionable insights
- Collaborate with stakeholders to manage a long-term analytic roadmap that balances the tactical and strategic needs of the business
- Proactively identify opportunity areas for improvement including deep dive investigations and processes to better serve our customers
- Drive the vision, building, and adoption of self-service analytic capabilities; develop these capabilities at scale
- Understand data resources and know when, how, and which best to use for each project
- Ability to frame and break down complex business problems into key components and recommend practical solutions
- Monitor key performance metrics and use data to identify actionable opportunities to increase efficiency and make high-quality decisions that drive performance improvements
- Build a collaborative team environment that fosters efficient execution, innovation, and continuous improvement
- Develop and support the analytical technologies that give our team timely, flexible, and structured access to their data
- Guide code reviews, provide SQL and Python expertise, and create well-maintained ETL jobs
- Maintain a high bar for statistical rigor on your team; ensure that we’re conducting experimentation and causal analyses that build confidence with your stakeholders
What we look for in you:
- 4+ years of relevant data analytics experience in an operational environment, with a strong focus on quality measures
- Experience transforming unstructured data into actionable insights, outlier based agent performance management, and web analytics
- Professional experience using advanced SQL and data modeling skills to process large, complex datasets
- Proficient using at least one data visualization product (Looker, Tableau, QuickSight, etc.)
- Excellent written and verbal communication skills, including experience meeting with and communicating information to senior leadership
- Highly collaborative, with an ability to optimally secure inputs from many cross-functional partner teams
- Ability to think strategically, formulate appropriate analytical solutions, and execute in order to solve business needs
Nice to haves:
- Report automation experience (e.g. using Python, R)
- Knowledge of AWS services and cloud computing
- Experience with descriptive and inferential statistics
- Experience with financial industry regulations
- Experience with QMS and L&D-centric metrics
JOB ID: P62711
Commitment to Equal Opportunity
Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Know Your Rights notice here. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).
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