Customer Experience Analyst

Build growing subject-matter expertise within an assigned Customer Operations domain, proactively partnering with domain stakeholders to surface issues and recommend improvements.

Support administration of core Customer Operations tools (e.g., Zendesk) as needed, building working knowledge of the broader domain toolset over time.

Own early-stage cross-functional Customer Operations projects, driving scoping, coordination, and follow-through

Translate between technical and non-technical stakeholders, internal and external to Customer Operations, to ensure needs and constraints are clearly represented in cross-functional conversations

Begin applying AI and automation tools to daily work and recurring processes, identifying opportunities to reduce manual effort.

Document updated, improved or newly created processes as well as any other key information within the Customer Operations team

Represent the Customer Experience team in meetings or early-stage projects, gathering input, weighing in on decisions, and relaying updates back to the broader team.

Take part in ad hoc special projects, contributing analysis and follow-through as scope evolves.

Comfortably work through ambiguous, early-stage initiatives by asking clarifying questions, proposing options, and iterating based on feedback.

Embrace and uphold Ibotta’s Core Values: Integrity, Boldness, Ownership, Teamwork, Transparency & A Good Idea Can Come From Anywhere

2-5 years of experience in a customer operations, call center, or other process-driven environment.

High school diploma or GED required; Associate's degree or related coursework a plus.

Technical skills: Intermediate Understanding of G Suite; basic familiarity with Mode, Looker, Zendesk Explore, and other reporting tools.