Sr. Associate of Corporate Strategy

Sr. Associate of Corporate StrategyOppFi is a leading tech-enabled digital finance platform that works with banks to provide financial products and services for everyday Americans. Through a transparent and responsible platform, which includes financial inclusion and excellent customer experience, the Company supports consumers who are turned away by mainstream options to build better financial health.We are a team of caring, innovative, and inclusive individuals who thrive in being immersed in diverse talents, expertise, perspectives, and backgrounds. Our employees approach every new challenge with an unparalleled ability to see what could be rather than settle for what is. Our business principles guide us and create an open and collaborative culture where we improve 1% every day, and the best ideas always win We welcome individuals who want to make an impact in the financial system by facilitating credit access, expanding financial inclusion, promoting financial health, and delivering exceptional customer service.Opportunity Financial, LLC seeks a Sr. Associate of Corporate Strategy for a position in Chicago, IL to perform the following: lead the company's customer insights efforts through management of Net Promoter Score, Public Reviews, Primary and Secondary Customer Research and Surveys, and Quantitative Data. Establish the strategy and process for collecting, tracking, and monitoring Net Promoter Score (or other CSAT metrics). Execute the CSAT metric strategy and ensure our NPS remains at industry-leading levels. Map out the customer journey for all products, recognizing important touch points to collect customer feedback and identifying gaps. Conduct feature test and brand studies to identify what customers care about, and how those can translate into product and feature enhancement ideas. Perform analysis of qualitative feedback captured in customer surveys, project surveys, internal surveys, focus groups, agent phone calls and more. Perform root cause analysis on data to determine if findings are human, product- or process- related. Translate data-driven findings into measurable insights and communicate them with business partners. Create summary presentations for senior leadership, including the CEO, on a quarterly basis to share findings and suggest growth ideas and the roadmap for the company. Create and inform business cases to guide Product/Partnership strategy and fuel decision-making. Be the lead and liaison for any third-party research projects, representing the customer perspective. Build relationships with all employees (regardless of level and department) and directly with our customers and collaborate with functional stakeholders to bring forward voice of the customer in all strategic decision-making. Help create concise customer experience policies and procedures. Work with Product and User Research to plan, design, and test ideas. Find opportunities to enhance our customer experience and make our communications related to NPS and public reviews more efficient and timelier. Telecommuting from any location is permitted. Successful candidate must have a Bachelor's degree in Communication, Marketing, Marketing Analytics, Data Analytics, Economics, or a related field and three years of relevant experience as a Data Analyst, Business Analyst, Consumer Insights Analyst or similar role, or in the alternative, must have a Master's degree in Communication, Marketing, Marketing Analytics, Data Analytics, Economics, or a related field and one year of relevant experience as a Data Analyst, Business Analyst, Consumer Insights Analyst or similar role. Required one-year or three-years experience listed above must include experience with conducting primary and secondary consumer and market research; experience with analyzing large datasets and generating reports / building dashboards; experience translating data insights into recommendations for the business; experience managing cross-functional teams; experience with internal and external communications; experience with email marketing; experience with survey building and analysis; experience with vendor management and due diligence; and experience with customer satisfaction scores and initiatives. Wage range $100,000 $105,000/year. OppFi offers a 401(k) matching program, paid time off, medical, dental, and vision coverage, tuition reimbursement, DoorDash DashPass, Figo pet insurance, Rocket Lawyer, access to LinkedIn Learning, and Fringe.