Job Overview
About the Role
We’re looking for a data-driven Banking Experience Analyst to join our fintech team focused on redefining how users interact with digital banking services. This role sits at the intersection of product, operations, and customer strategy, and is critical to ensuring our users experience seamless, transparent, and compliant banking functionality—from account opening to transaction dispute resolution.
Key Responsibilities
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Analyze end-to-end banking journeys across onboarding, KYC, funding, transaction processing, and account servicing to identify friction points, behavioral drop-offs, or inefficiencies.
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Map and monitor behavioral funnels tied to core banking features (e.g., ACH transfers, direct deposit, overdraft protection, card provisioning) using tools like Mixpanel, Looker, and SQL.
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Partner with product and compliance teams to refine flows around KYC/AML, transaction disputes, and error resolution, ensuring we meet both user expectations and regulatory standards.
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Own the data quality and tagging logic for banking-related events and proactively identify gaps that impact visibility into user experience.
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Serve as the voice of the user in banking-related design and policy decisions—grounded in evidence from NPS, support tickets, and behavioral data.
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Design, execute, and interpret A/B tests on key banking features (e.g., instant funding, savings incentives, balance alerts) to measure impact on customer trust and retention.
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Monitor and report on banking error codes, transaction failures, and exception states across core processors and third-party partners to prioritize fixes and escalations.
What We’re Looking For
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3–5 years of experience in a fintech, neobank, or digital banking environment, with a strong focus on retail banking flows (e.g., demand deposit accounts, debit card products, ACH/wire functionality).
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Strong command of SQL, proficiency with data visualization tools (Looker preferred), and comfort with product analytics tools (Amplitude, Mixpanel, or similar).
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Familiarity with banking compliance requirements (e.g., Regulation E, NACHA rules, FDIC requirements) as they relate to consumer experience.
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Comfortable navigating core processors, BaaS platforms, and middleware providers—and translating system issues into user-facing impact.
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Exceptional attention to detail, and an ability to articulate complex back-end processes in plain terms for stakeholders.
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Proven ability to influence product and operations teams with evidence-based recommendations that prioritize both UX and risk.
Bonus
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Experience working directly with platforms like Unit, Synapse, Galileo, or Marqeta
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Knowledge of error resolution processes under Reg E, including provisional credit timelines and root-cause categorization
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Background in CX research or support operations related to banking issues
Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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