Customer Experience Analytics Manager

Back Customer Experience Analytics Manager - Full Time

Remote (US-based preferred)

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.

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.

• 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

• 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 (Full Story, 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

• 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

• 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