Customer & Community Management Sr Analyst

Chicago, IL /
Marketing – Marketing /
Full-Time
Avant is dedicated to building premier digital banking solutions for the middle class through a combination of technology, analytics and superior customer service. Since 2012, Avant has connected over 1.5 million customers to over $7.5 billion in loans and 800,000 credit cards. A high growth financial technology company, Avant has been featured in The Wall Street Journal, The New York Times, TechCrunch, Fortune, Bloomberg, and has raised over $600 million of equity capital. Visit www.avant.com for more information.

Let’s get to business! We are growing and looking to add a Voice of Customer (VOC) & Community Management Senior Analyst to our expanding Brand Marketing team. The ideal candidate will have a passion for putting themselves in the shoes of the customer and have proven success influencing cross-functionally to always think customer first.

This newly created role reporting to the Brand Manager will design and execute a program to “listen” to customer feedback. You’ll be responsible for creating and implementing our voice of the customer and community management strategy and tactics, which will include making sure we are effectively collecting customer feedback across multiple touchpoints, making it easily accessible and digestible for the whole organization, and driving through action plans based on the voice of the customer. You’ll serve as the internal champion for customer feedback, working cross-functionally with Product, Marketing, Technical Product Management, Business Development, Operations, Compliance, Legal and more on customer pain points and drive action on those insights.

You must be a self-starter, eager to take on the challenge and opportunity of building the Avant business and brand. The candidate must have strong relationship-building skills and a proven track record in growth and brand marketing. Do you want to help a rapidly ascending FinTech company drive its next phase of growth? If so, Avant is looking for you!

What you do at Avant

    • Establish an overarching voice of customer and community management strategy across multiple channels by monitoring, engaging, moderating, and measuring Avant brand reputation.
    • Collect and analyze customer feedback obtained through a variety of listening channels and interpret into actionable insights – identify themes, trends, and implications for the business
    • Work with internal stakeholders on the implementation of a new voice of customer (VOC) collection and tracking system to facilitate customer resolution and better insights into opportunities for business improvement
    • Conduct Customer Satisfaction, Net Promoter Score, and other customer surveys to capture, analyze, and report on customers insights and sentiment
    • Develop the strategy, processes, and platform to collect and disseminate VOC insights in near real-time to business leader
    • Establish key KPIs for leading and lagging indicators for voice of customer success
    • Measure the performance and success of voice of customer and community management efforts to hone and inform best practices
    • Create reports and dashboards that provide real-time and easy access to customer feedback across the organization
    • Leverage customer insights to identify opportunities for actions to drive improved customer experience
    • Own the relationship with our external vendors/partners (e.g., third-party review sites) to support VOC insights and improve data collection and internal feedback
    • Build, launch, and optimize marketing strategies and campaigns across multiple channels to help close the loop on customer feedback
    • Determine survey cadence, segmentation, and work cross-functionally to gather questions and communicate practical feedback to inspire change
    • Facilitate voice of customer reviews and action-planning meetings with cross-functional stakeholders
    • Work with Marketing Analytics & Intelligence team to apply qualitative and quantitative approaches to carry out VOC research, analyze customer survey results, and synthesize the feedback to tell a compelling story with the data
    • Turn survey findings (e.g. NPS, CSAT) across different touchpoints into actionable insights that influence decision-making and business optimizations across Avant teams
    • Support People Team with employee side of community management and VOC
    • Help identify customer advocates for customer engagement opportunities
    • Champion and embody the Avant brand in VOC and community management efforts
    • Stay up to date on industry best practices and standards to help us to evolve our VOC and community management strategy

Why you are a fit for Avant

    • Bachelor’s Degree or equivalent
    • 3+ years experience in marketing
    • Have a proven track record of delivering results
    • Experience in community management, voice of the customer, customer engagement, and/or brand marketing
    • Solid analytical and data-driven skills
    • Strong communication and social networking skills
    • Empathy, patience, and tact 
    • Demonstrated self-starter, critical thinker, and problem solver 
    • Demonstrated strength in process/project management  - ability to manage multiple priorities while maintaining a positive attitude 
    • Taking ownership and delivering results
    • Unimpeachable integrity 
    • Naturally detail-oriented; you make sure that all i’s are dotted and t’s are crossed
    • Exceptional communication, interpersonal, and organization skills with the ability to adjust between taking a collaborative, consultative, or influential approach with internal and external stakeholders
    • Experience prioritizing and managing shifting priorities with a high volume of requests from various stakeholders in a fast-paced environment, at times under pressure

    • Other desirable skills
    • Financial-services/Fintech experience
    • Market research/market intelligence experience
    • Creative development and production experience 
    • Familiarity with your social media channels and tools like Hootsuite, Sprout, etc.
    • Knowledge and impact of industry regulations and compliance including TCPA, UDAP, GDPR & CCPA
    • Experience with Excel, SQL, Looker, or other visualization tools
Check out our Avant Blog!

Why Avant is a fit for you:

At Avant, we believe our values make a difference:
We value, support, and help each other grow
We are committed to active inclusion and diversity
We are transparent and believe the best idea wins
We succeed when our customers succeed
We get sh!t done… responsibly
And we keep it fun!

We believe that ideas are more important than titles, everything is more fun together, everyone drives change, and everyone is an owner. While we believe the perks and benefits that we offer are terrific, nothing excites us more than having the ability to collaborate with intelligent, highly-motivated and talented people on challenging problems as we work to change the face of online lending.

Avant is an equal opportunity employer and individuals seeking employment are considered without regard to race, color, national origin, religion, sex (including pregnancy, sexual orientation or gender identity), age, disability or genetic information or any other factor protected by applicable federal, state or local law, regulation or ordinance.