Client Engagement Data Analyst - AI

Kraken is a mission-focused company rooted in crypto values, dedicated to accelerating the global adoption of crypto to achieve financial freedom and inclusion for everyone. For over a decade, our commitment to this mission and crypto ethos has attracted some of the most talented crypto experts in the world. As a fully remote company with Krakenites in 70+ countries, we are industry pioneers developing premium crypto products for experienced traders, institutions, and newcomers through offerings like Kraken Pro, Desktop, Wallet, and Kraken Futures. We are committed to industry-leading security, crypto education, and world-class client support.

Introduction

Kraken is seeking a Client Engagement Data Analyst - AI to join our world-class team. This pivotal role sits at the intersection of Client Engagement operations, data infrastructure, and AI capability, focusing on ensuring data signals are clean, well-structured, and optimized to power AI-driven insights and automation. We are looking for an individual who can orchestrate AI solutions to solve real business problems by building robust systems, data foundations, and governance frameworks that enable AI to make effective decisions at scale.

Responsibilities

AI Orchestration & Outcome Delivery

• Design and coordinate AI agent workflows (e.g., OpenClaw, LangChain, CrewAI) that deliver tangible operational outcomes.
• Identify high-impact AI opportunities within Client Engagement operations and drive their end-to-end implementation.
• Establish data foundations, tagging logic, and system architecture for reliable AI decision-making.
• Pioneer the testing, application, and refinement of new AI capabilities within the team.

Data Structure & AI Readiness

• Design and maintain data models to support AI tagging, classification, and reporting across Client Engagement systems.
• Audit and optimize data tables in Zendesk and other connected platforms for AI consumption.
• Define how support data categories, fields, and hierarchies map to desired AI outputs, ensuring clean, consistent, and model-ready inputs.
• Identify data structure gaps impeding new AI capabilities.

Reporting & Insights

• Build and maintain dashboards and reports surfacing AI performance, support trends, and operational health metrics.
• Develop the Echo Report and other AI-driven reporting outputs from raw data into clear client and operational insights.
• Monitor the feedback loop between AI outputs and human behavior to assess model efficacy.
• Proactively identify emerging patterns in support data and integrate them into reporting and signal strategy.

Cross-Functional Translation & Team Uplift

• Partner with senior AI and engineering leaders, applying new capabilities within Client Engagement.
• Act as a liaison between Client Engagement operations, the AI/automation team, and engineering, translating operational data needs into technical requirements.
• Champion AI literacy across the Client Engagement team, building confidence and capability.
• Communicate data model changes, tagging updates, and reporting outputs to non-technical stakeholders.
• Contribute to backlog prioritization by evaluating data readiness for AI and automation initiatives.

Requirements

• 3–5 years of experience in a data analyst, operations analyst, or similar role, preferably in fintech, crypto, or high-volume customer operations.
• Demonstrated experience coordinating AI agents (OpenClaw, LangChain, CrewAI) or building AI-powered workflows to solve real business problems.
• Proven track record in establishing data foundations, structures, and governance for effective AI implementation.
• Strong SQL skills and proficiency in querying and transforming data across complex systems.
• Hands-on experience with Zendesk or similar CX/case management platforms, including understanding of data structures, ticket fields, tags, and reporting.
• Proficiency with BI tools such as Looker, Mixpanel, or similar, with the ability to build and own dashboards independently.
• Experience designing or contributing to data taxonomy, tagging frameworks, or classification systems.
• Ability to translate between operational language and technical/data requirements, comfortable working with both frontline teams and engineers.
• Familiarity with how AI/ML systems consume structured data and what constitutes "model-ready" data.
• A genuine desire to teach and uplift others, enhancing AI capability across the team.

Nice to Have

• Exposure to AI tagging pipelines, LLM-based classification, or RAG-based knowledge systems.
• Experience with Python or scripting for data transformation and automation.
• Background in crypto, digital assets, or compliance-adjacent operations.
• Familiarity with process mining tools or workflow automation platforms (e.g., n8n, Zapier, Make).
• Lean Six Sigma or similar process improvement certification.

Benefits

Kraken offers a competitive salary and the opportunity to work remotely from various global locations. Specific benefits packages may vary by region and will be discussed during the interview process.

About Company

Kraken is a mission-focused company rooted in crypto values, dedicated to accelerating the global adoption of crypto to achieve financial freedom and inclusion for everyone. For over a decade, our commitment to this mission and crypto ethos has attracted some of the most talented crypto experts in the world. As a fully remote company with Krakenites in 70+ countries, we are industry pioneers developing premium crypto products for experienced traders, institutions, and newcomers through offerings like Kraken Pro, Desktop, Wallet, and Kraken Futures. We are committed to industry-leading security, crypto education, and world-class client support.

How to Apply

Please apply through the provided link. Unless a specific application deadline is stated, applications are accepted on an ongoing basis. Candidates are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution. We consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Kraken is an equal opportunity employer and values diversity; we encourage applicants from all backgrounds. We may ask candidates to complete job-related skills or work-style assessments as part of our hiring process.