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Customer Experience Analytics Manager - Full Time
- Boston, Massachusetts, United States
- Boston, Massachusetts, United States
Über
Remote (US-based preferred)
About Loot Loot is building modern financial tools for small businesses — from our Line of Credit to our proprietary underwriting and credit-scoring technology. Everything we build is grounded in one goal: creating clear, intuitive, and trustworthy customer experiences for small business owners.
As we scale, understanding how customers actually move through our products — where they succeed, where they struggle, and where they drop off — is critical. That’s where this role comes in.
Who We’re Looking For You’re a highly analytical, insight-driven professional who obsesses over customer journeys. You don’t just look at dashboards — you connect behavior, intent, and outcomes to tell a clear story about the customer experience.
You’re comfortable working closely with senior leadership, especially the CXO , and you enjoy influencing product, design, and experience decisions with real data. You bring structure, clarity, and strong opinions backed by evidence.
What You’ll Be Doing
Own customer experience analytics across Loot’s web, mobile, and partner experiences
Analyze user behavior using Google Analytics (GA4), Hotjar, and related tools
Build and maintain detailed end-to-end customer journey funnels (signup, onboarding, funding, engagement, retention)
Identify friction points, drop-offs, and moments of confusion across the customer experience
Partner closely with the CXO to inform CX, UX, and product strategy decisions
Create clear, actionable reports and presentations for leadership and cross-functional teams
Translate complex data into insights that designers, product managers, and engineers can act on
Define, track, and evolve CX-related KPIs and success metrics
Support experimentation and A/B testing with clear measurement frameworks
Ensure analytics instrumentation is accurate, consistent, and reliable across platforms
What You’ll Need
5+ years of experience in analytics, product analytics, or CX-focused data roles
Deep expertise in Google Analytics (GA4), including custom events and funnel analysis
Strong experience with Hotjar or similar qualitative tools (FullStory, Amplitude, Mixpanel, etc.)
Proven ability to build, analyze, and explain complex customer funnels
Experience working closely with product, UX, and senior leadership teams
Strong understanding of customer journeys, conversion optimization, and usability
Confidence presenting insights and recommendations to executives
Excellent written and verbal communication skills
High attention to detail and strong analytical judgment
Bonus Points
Experience in fintech, SaaS, or consumer-facing digital products
Experience with Looker Studio, Tableau, or similar reporting tools
Familiarity with A/B testing platforms and experimentation design
SQL or data warehouse experience
Background in UX research or customer experience strategy
Why Join Loot?
Play a direct role in shaping Loot’s customer experience strategy
Work hand-in-hand with the CXO and product leadership
Influence decisions that impact real small business owners
Competitive compensation
Remote-first culture with flexibility and autonomy
The opportunity to turn data into meaningful, human-centered improvements
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Sprachkenntnisse
- English
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