Job Summary:
We seek a highly analytical and customer focused Performance Analyst to enhance our customer approval rates and overall user experience. The ideal candidate will be responsible for identifying issues in the customer journey, analysing data, and implementing solutions to increase approval rates and reduce user drop-off.
Key Responsibilities:
- Ensure customer journey success by continuously monitoring and improving the user experience.
- Investigate and identify issues related to customer approvals through data analysis and user feedback.
- Develop and implement strategies to increase approval rates across all customer touchpoints.
- Analyse data, user journeys, heat maps, and other relevant metrics to understand why users are dropping off or experiencing bugs.
- Draw conclusions about the root causes of low approval rates and propose actionable solutions.
- Work closely with UI/UX designers and developers to resolve technical issues impacting approval rates and user experience.
- Troubleshoot and pinpoint specific reasons for user drop-off, including bugs, poor UI, and suboptimal user journeys.
- Collaborate with cross-functional teams to implement and test improvements to the customer journey.
Required Skills and Qualifications:
- Proven experience in customer journey optimization, UX research, or similar roles.
- Strong analytical skills with the ability to interpret complex data sets and draw actionable insights.
- Proficiency in using analytics tools, heat mapping software, and user journey tracking platforms.
- Understanding of UI/UX principles and best practices in web and mobile applications.
- Excellent problem-solving skills with a focus on identifying and resolving technical issues impacting user experience.
- Strong communication skills to effectively collaborate with technical and non-technical team members.
- Experience in A/B testing and conversion rate optimization.
- Familiarity with common bugs and technical issues that can impact user experience and approval rates.
Preferred Qualifications:
- Experience in the financial services or fintech industry.
- Knowledge of regulatory compliance related to customer approvals.
- Familiarity with agile development methodologies.
This role requires a blend of analytical thinking, technical understanding and a customer centric approach to optimise the user journey and increase approval rates. The successful candidate will play a crucial role in enhancing our customer experience and driving business growth.
