We’re making a positive, irreversible change in the world of finance. Together.

Product Analyst - Help Experience – London

Since 2011, we’ve had a clear mission: money without borders. Built by and for people who live global lives, we’re the fairest, easiest way to manage your money across borders.

Today, customers have paid over £1 billion into their borderless accounts and are saving themselves £60 million every month in bank fees. Yet we’re moving less than 1% of the world’s money. There’s still heaps to do and we can’t do it alone.

We’re looking for the first Product Analyst to join our rapidly growing London or Tallinn office.

So, what's the job?

Our biggest lever for reducing customer contacts while simultaneously making our product more convenient is by driving traffic to our help center and improving the content therein. The Help Experience Team is responsible for directing lost users to the right answers and feeding that information back to product teams to prevent it from happening in the future.

Responsibilities

  • Understand the user journey throughout TransferWise and find our customers’ moments of truth and analyse what content will get the user back on track.
  • Work with Product, Content, and Design to understand the customer journey and where we can implement self help for customers.
  • Provide a feedback loop to core product teams about what customers are confused about in their world.
  • Define success metrics for content that is based on both reducing contacts and increasing conversion.
  • Help us understand how content improves acquisition. We are a top SEO result but don’t understand how we can improve to be better for prospective customers. Likewise, we’re looking to link content to users converting. How much can we improve actions taken?
  • Understand the customer journey so we know where we can provide contextual support.
  • Lead projects around providing better intelligent proactive support to customers.

Impact

In this role you’ll be looking at how to reduce costs and drive conversion. As all contacts come through the help center you’ll be responsible for decreasing the number of contacts per help session. This is a key lever in reducing our total servicing costs which allows us to reduce price for our customers.

The other key place of impact is driving prospective conversion. FAQ content ranks highly in google search results but we don’t have a strategy around customer acquisition and how to improve our prospective customer content.

A bit about you

  • Experience with product analysis (examples of analysing customer data to inform successful product changes - using SQL, Excel, Python etc to do this)
  • Excellent communication skills - you can summarise the complex, and present data visually in a way that makes people say “got it!”
  • You go beyond the numbers and understand how the customer is using our product, combining data analysis with customer empathy
  • You live up to the TransferWise values and have a deep knowledge of our product
  • You’re a self-starter who’s comfortable working autonomously and with teams located across our offices. You pick where your focus should be based on your knowledge of the product
  • Analysts at TransferWise pick the best tools for the job. Besides solid SQL and Excel, you are familiar with either Python or R, and you are keen to learn the tools needed for a given task

Our People

At TransferWise, you’ll be joining a movement of people who believe in a better, fairer, more transparent way of moving money around the world. You’ll collaborate to do your best work and take on problems that no one has looked at before.

If you’re keen to learn, grow, try new things and aren’t afraid of a bold plan, you’ll fit right in.

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Some important stuff we would like you to know

To meet our regulatory obligations as a licensed financial services company, TransferWise needs to take background checks on all new hires, which may include Criminal and Credit checks. Please discuss with the Recruiter if you have any concerns regarding this process.

At TransferWise we believe in fostering a diverse and inclusive workplace. Therefore, we want to make sure that our recruitment process is accessible to everyone. So if you need any reasonable adjustments – at any point in the process – we’ll do our best to help. Just let us know what you need on your application form or reply with your request to the email we send you after you have applied. You might need a reasonable adjustment if you’ve got a disability. Or maybe you live overseas, and you’d prefer to meet us over Skype.

Please don’t send anything to the adjustments address if you’re a recruiter, or if you’re making a speculative application. We do work with recruiters from time to time – but only through LinkedIn. And we only accept job applications when a position is actually open. So you’re better off just checking the recruitment pages regularly.