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Kraken logo
Kraken

Kraken describes itself as one of the oldest, largest, and most secure crypto platforms in the world, on a mission to accelerate the global adoption of crypto so everyone can achie

Senior Analyst – Client Engagement Process Optimization

Location

Brazil

Posted

36 days ago

Salary

0

Seniority

Senior

2 yrs expEnglishSQLTableau

Job Description

Senior Analyst – Client Engagement Process Optimization

Kraken

• 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. • 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. • 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. • 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.

Job Requirements

  • 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).

Benefits

  • Kraken culture and values
  • Remote work across 70+ countries

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