Senior Data Analyst - Growth + CX
Role summary
Novo is seeking a Senior Data Analyst, Growth + CX to partner with Marketing, Growth, and CX teams. This role focuses on driving analytical strategy for customer acquisition and retention, fostering a test-and-learn environment to boost performance and customer lifetime value. Responsibilities include designing and executing experiments, deep data analysis, bridging strategy to results, overseeing go-to-market data aspects, and collaborating cross-functionally. The ideal candidate will map customer journeys, analyze CX metrics, and translate feedback into actionable insights. A Bachelor's degree in a quantitative field, 5-7 years of experience, SQL proficiency, and familiarity with Marketing/CX principles are required. Experience with A/B testing, forecast models, and strong analytical/communication skills are essential.
About the Role:
As a Senior Data Analyst, Growth + CX at Novo, you will be a key analytical partner to the Marketing, Growth and CX teams. Your primary focus will be to drive the analytical strategy for customer acquisition and retention, championing a rigorous test-and-learn culture to enhance performance across all marketing channels, ultimately increasing customer lifetime value and engagement. You’ll help ensure that how customers feel is as measurable and actionable as how they convert. You will be responsible for:
- Designing and conducting experiments to test hypotheses related to core product features and marketing strategies
- Digging deep into data sets to find insights critical to our future success
- Bridging the gap between how upstream strategies impact lower funnel results
- Overseeing go to market launches from a data pipeline and results perspective
- Collaborating with cross-functional teams, including CX, Product, Marketing, and Banking Operations, to implement and evaluate data-driven initiatives
- Identifying new opportunities for growth and efficiency improvements through rigorous data analysis and strategic thinking
- Mapping end-to-end customer journeys using behavioral, transactional and feedback data
- Analyzing and creating CX metrics to surface patterns and tie CX to business outcomes
- Translating qualitative customer feedback into structured, actionable insights
Requirements for the Role:
- Bachelor’s degree in a quantitative field such as Economics, Engineering, Statistics, Mathematics, Computer Science, or related discipline
- 5-7 years of experience in data analysis, business intelligence, or analytical marketing role
- Proficiency in SQL
- Strong familiarity with Marketing and CX principles, data, trends, and innovation. Including brand, affiliate marketing, SEM, SEO, and CRO
- Strong analytical skills with the ability to interpret complex data sets and provide actionable recommendations
- Experience with A/B testing and experimental design
- Experience building forecast models or response curves
- Excellent communication and presentation skills, with the ability to convey complex findings to non-technical stakeholders
- Highly motivated and comfortable working in a fast-paced, dynamic environment with a high degree of ambiguity
How We Define Success:
- Asking the right questions and often leading the investigation into correctly answering them
- Clearly setting expectations and delivering on projects at the pace of high-speed startup
- Helping the whole team move the needle on our core KPIs
Nice To Have, but Not Required:
- Experience in the fintech or banking industry
- Proficiency in Python
- Familiarity with machine learning techniques and their application in business contexts
- Experience with customer segmentation and lifecycle analysis
- Exposure to VoC (Voice of Customer) tools
