Client Engagement Process Optimization Senior Analyst

Building the Future of Crypto Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology.

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Proof of work The team The Process Optimization team partners with Client Engagement (CE) leadership to understand business needs and engineer solutions across CE systems and platforms.

We own the technical backbone of CE operations - designing, building, and maintaining the workflows, automations, and integrations that power the client experience.

Our work spans Zendesk administration, AI-driven automation, system integrations, and continuous improvement initiatives that directly impact resolution times, agent efficiency, and client satisfaction.

The Process Optimization Senior Analyst brings process mining expertise and hands-on implementation capability to Client Engagement operations.

Working within the Process Optimization team, you will leverage existing end-to-end process maps to design and implement to-be flows, while providing process mining support to other CE Ops teams that need analytical depth.

With core E2E opportunity mapping already complete, your focus will be execution: turning identified opportunities into implemented process improvements, supporting CE Ops teams with process mining analysis, and providing the data foundation that drives prioritization across system architecture, engineering, and AI automation initiatives.

This is a hands-on role.

Beyond analysis, you will be expected to design and implement to-be process flows, build process models and dashboards, and support CE Ops teams with process mining capabilities - directly influencing how thousands of client interactions are handled every day.

The opportunity Process Mining & Data Analysis Provide process mining support to CE Ops teams - helping them understand their workflows through Celonis analysis, identify improvement opportunities, and measure change impact.

Build and maintain process models for critical operational flows: ticket routing, client intake, escalation paths, and resolution workflows.

Run conformance checks to identify deviations between designed processes and actual execution, quantifying the gap.

Develop dashboards and visualizations that surface bottlenecks, rework loops, and throughput issues in real time.

Conduct root cause analysis on process inefficiencies, applying the 80/20 principle to focus on the highest-impact findings.

Connect Celonis to key data sources and build reliable event logs to expand process mining coverage across CE.

Deliver regular process health reports with clear, data-backed recommendations for improvement.

To-Be Process Design & Implementation Take identified process improvement opportunities from analysis to implementation - designing, documenting, and rolling out to-be flows across Client Engagement.

Work with operational teams to validate to-be process designs, manage change, and ensure successful adoption.

Quantify expected vs. actual impact of implemented changes using process mining baselines and post-implementation monitoring.

Iterate on implemented flows based on conformance data and frontline feedback, driving continuous refinement.

Maintain and update process documentation as workflows evolve through implementation cycles.

Automation & AI Support Use process mining data to identify and prioritize automation candidates - surfacing the workflows where automation will have the highest impact.

Support the Process Optimization Specialist in scoping automation use cases by providing process data, volumetrics, and baseline measurements.

Help define acceptance criteria and success metrics for automation initiatives based on process mining baselines.

Monitor post-implementation process performance to validate that automations deliver expected results.

Contribute to AI and automation pilots by providing process readiness assessments and data-driven feedback.

CE Ops Support & Collaboration Act as the process mining resource for CE Ops teams - helping them understand their workflows, identify inefficiencies, and build cases for change.

Present process mining findings to stakeholders in clear, non-technical language with actionable recommendations.

Contribute to the team's automation backlog by surfacing data-backed improvement opportunities.

Support cross-functional alignment by providing the analytical foundation for prioritization and trade-off discussions.

Skills you should HODL 2+ years in process analysis, process optimization, business analysis, or operational excellence - preferably in fintech, crypto, or high-volume customer operations.

Hands-on experience with Celonis or equivalent process mining tools (Signavio, Minit, UiPath Process Mining) - able to build process models, dashboards, and conformance checks.

Strong data analysis skills: comfortable with SQL, data extraction, and working with event logs from multiple source systems.

Ability to translate data findings into clear business recommendations - comfortable presenting to both technical and non-technical audiences.

Understanding of process optimization methodologies and frameworks (Lean, Six Sigma concepts, or similar).

Analytical mindset with attention to detail and a bias for action over perfection.

Familiarity with BI/visualization tools (Looker, Mixpanel, Tableau, or similar).

Nice to haves Basic understanding of AI/ML applications in operations: chatbots, intelligent routing, automated classification.

Experience with automation tools or platforms (Zapier, n8n, Make, or similar).

Familiarity with Zendesk, Salesforce Service Cloud, or similar CX platforms.

Basic Python/scripting skills for data manipulation and analysis.

Lean Six Sigma certification (Yellow or Green Belt).

Background in crypto/digital assets operations or compliance-adjacent workflows.

Unless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis.

Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution.

We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives.

We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable for the job.

We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgable about crypto!

We may ask candidates to complete job-related skills or work-style assessments as part of our hiring process.

These assessments are designed to evaluate competencies relevant to the role and are applied consistently across candidates for similar positions.

Assessment results are considered alongside other relevant information, such as experience and interviews, and are not the sole basis for any employment decision.

As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind.

Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

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