Customer Experience Analyst

Ibotta, Inc.; Denver, Northern (CO, KY); Hybrid; USD 50,000 - 63,000; Full time

Benefits offered by this job

Medical, dental, vision

Employee stock purchase

401k match

Paid parking

Snacks

Occasional meals

Flexible time off

Job summary

Ibotta, Inc. is seeking a Customer Experience Analyst in Denver, CO for a hybrid role requiring 3 days in the office (Tue-Thu). You will drive improvements in Customer Operations and partner with stakeholders to surface issues and implement solutions.

The role involves supporting Zendesk and other tools, leading cross-functional projects, applying AI and automation, and documenting processes while upholding Ibotta’s core values.

Qualifications

• 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.
• Zendesk familiarity or admin certification is a plus.
• Strong analytical skills with an aptitude for translating complex data
• Open to feedback, with a growth-oriented approach to building expertise over time.
• Ability to lead multiple projects with shifting priorities involving cross-functional teams
• Strong attention to detail and problem solving skills including comfort working through undefined or ambiguous situations.

Responsibilities

• 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.
• Uphold Ibotta’s Core Values: Integrity, Boldness, Ownership, Teamwork, Transparency & A Good Idea Can Come From Anywhere

Skills

Analytical skills

Cross-functional collaboration

Openness to feedback

Attention to detail

Problem solving

Education

High school diploma or GED

Associate's degree or coursework

Tools

G Suite

Mode

Looker

Zendesk Explore

Zendesk

Job description

Ibotta is seeking an Customer Experience Analyst to join our innovative team and contribute to our mission to Make Every Purchase Rewarding. The ideal candidate will be motivated by continuous improvement with the ability to work independently under minimal supervision.

This position is located in Denver, Colorado as a hybrid position requiring 3 days in office (Tuesday, Wednesday, and Thursday).

What you will be doing:

• 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

What we are looking for:

• 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.

• Zendesk familiarity or admin certification is a plus.

• Strong analytical skills with an aptitude for translating complex data

• Open to feedback, with a growth-oriented approach to building expertise over time.

• Ability to lead multiple projects with shifting priorities involving cross-functional teams

• Strong attention to detail and problem solving skills including comfort working through undefined or ambiguous situations.

Additional Details:

• This position is located in Denver, CO and includes competitive pay

• flexible time off

• benefits package (including medical, dental, vision)

• Employee Stock Purchase Program

• 401k match

• Denver office perks include paid parking

• snacks

• occasional meals

• Total compensation range: $50,000- $63,000. Equity is included in overall compensation package. This compensation range is specific to the United States labor market and may be adjusted based on actual experience.

• Ibotta is an Equal Opportunity Employer. Ibotta’s employment decisions are made without regard of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected status.

• Applicants must be currently authorized to work in the United States on a full-time basis.

• Applicants are accepted until the position is filled.

• For the security of our employees and the business, all employees are responsible for the secure handling of data in accordance with our security policies, identifying and reporting phishing attempts, as well as reporting security incidents to the proper channels.