Customer Experience Analyst

**Customer Experience Analyst**

at BlueVine Jersey City, NJ **About BlueVine**

BlueVine is on a mission to empower small businesses with innovative banking* designed for them. Small businesses deserve accessible and modern financial services, and traditional banks have underserved them for too long.

By combining industry-leading technology and security with our team's expertise and care, we help small businesses spend their time on what matters mostthe next chapter of their business.

Since 2013, we've provided small and medium-sized businesses with access to more than $5.4 billion in financing. As a top small business banking provider trusted by thousands of small business owners, we're proud to offer a full suite of tailored banking services, including a business checking account, line of credit, and invoice factoring.

Headquartered in Redwood City, CA, and with offices in Salt Lake City, Jersey City, Tel Aviv, and Karmiel, we're hiring problem solvers and collaborators to help build a better financial future for small business owners.

* BlueVine is a financial technology company, not a bank.

**ABOUT THE ROLE:**

Were looking for a Customer Experience Workflow Analyst who will focus on BlueVines Small Business Products. Reporting to the Senior Customer Experience and Workflow Analyst, the ideal candidate will be an analytical thinker who excels in a collaborative, high-energy, fast-paced environment. The individual will work cross-functionally on broad ranging strategic initiatives, as well as evaluate CX growth opportunities and execute operational enhancements.

The candidate will be someone who is a creative problem-solver who can lead process design and workflow initiatives that will improve the employee and customer experience. We are looking for someone who is energetic, self-motivated, and ready to step up to the challenge of documenting processes that are crucial to the successful operation of our business.

***This is not a fully remote role.*** *At BlueVine, we pride ourselves on our collaborative culture, which we believe is best maintained through in-person interactions and a vibrant office environment. All of our offices will reopen in accordance with local guidelines, and will follow a hybrid model.*

**WHAT YOU'LL DO:**

* Develop and maintain a full understanding of the BlueVine product offerings, customer journey maps, and process flows

* Partner with cross-functional teams across BlueVine and our bank partners to create, document and implement best in class customer processes

* Proactively identify and prioritize customer pain points through trend and workflow analysis

* Develop and implement client centric processes that helps scale the organization while driving exceptional customer experiences

* Represent the voice of the customer by helping to provide product and customer experience feedback and recommended enhancements to other departments in the organization

**WHAT WE LOOK FOR:**

* 1-3 years experience in customer centric process roles, with at least 1 of those years as a journey or process mapper.

* Experience working with LucidChart or similar mapping program

* Demonstrated ability to collaborate broadly with a flexible, positive attitude and ability to get results.

* Strengths in structured and logical thinking, problem solving, issue resolution, and attention to detail.

* Ability to learn and adapt to new technologies and apply those concepts to client needs

* Excellent written and oral communication skills and ability to articulate technical concepts clearly and succinctly

* Bachelors degree or equivalent a plus

* Experience working in Fintech or Banking a plus

**Once We Return to Office:**

* Free commuter benefits - CalTrain passes for SF employees and a monthly parking allowance

* Weekly catered lunches

* Unlimited snacks in fully stocked kitchens

* Pet-friendly HQ

.

**Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in BlueVines Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender Gender Gender

Please identify your race Please identify your race Please identify your race

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status Veteran Status Veteran Status

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

**Voluntary Self-Identification of Disability**

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at .

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

* Autism

* Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS

* Blind or low vision

* Cancer

* Cardiovascular or heart disease

* Celiac disease

* Cerebral palsy

* Deaf or hard of hearing

* Depres