BUILDING THE FUTURE OF CRYPTO 

Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology.

What makes us different?

Kraken is a mission-focused company rooted in crypto values. As a Krakenite, you’ll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken’s focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world.

Before you apply, please read the Kraken Culture https://www.kraken.com/culture page to learn more about our internal culture, values, and mission. We also expect candidates to familiarize themselves with the Kraken app. Learn how to create a Kraken account here https://support.kraken.com/hc/en-us/articles/226090548-How-to-create-an-account-on-Kraken.

As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Kraken is committed to industry-leading security https://blog.kraken.com/crypto-education/security-at-kraken, crypto education https://blog.kraken.com/category/crypto-education, and world-class client support https://blog.kraken.com/crypto-education/support-at-kraken through our products like Kraken Pro https://pro.kraken.com/, Desktop https://www.kraken.com/desktop, Wallet https://www.kraken.com/wallet, and Kraken Futures https://www.kraken.com/features/futures.

Become a Krakenite and build the future of crypto!

PROOF OF WORK

THE TEAM

The Process Optimization team partners with Client Engagement (CE) leadership to understand business needs and engineer solutions across CE systems and platforms. We own the technical backbone of CE operations – designing, building, and maintaining the workflows, automations, and integrations that power the client experience. Our work spans Zendesk administration, AI-driven automation, system integrations, and continuous improvement initiatives that directly impact resolution times, agent efficiency, and client satisfaction.

The Process Optimization Senior Analyst brings process mining expertise and hands-on implementation capability to Client Engagement operations. Working within the Process Optimization team, you will leverage existing end-to-end process maps to design and implement to-be flows, while providing process mining support to other CE Ops teams that need analytical depth.

With core E2E opportunity mapping already complete, your focus will be execution: turning identified opportunities into implemented process improvements, supporting CE Ops teams with process mining analysis, and providing the data foundation that drives prioritization across system architecture, engineering, and AI automation initiatives.

This is a hands-on role. Beyond analysis, you will be expected to design and implement to-be process flows, build process models and dashboards, and support CE Ops teams with process mining capabilities – directly influencing how thousands of client interactions are handled every day.

THE OPPORTUNITY

PROCESS MINING & DATA ANALYSIS

– Provide process mining support to CE Ops teams – helping them understand their workflows through Celonis analysis, identify improvement opportunities, and measure change impact.

– Build and maintain process models for critical operational flows: ticket routing, client intake, escalation paths, and resolution workflows.

– Run conformance checks to identify deviations between designed processes and actual execution, quantifying the gap.

– Develop dashboards and visualizations that surface bottlenecks, rework loops, and throughput issues in real time.

– Conduct root cause analysis on process inefficiencies, applying the 80/20 principle to focus on the highest-impact findings.

– Connect Celonis to key data sources and build reliable event logs to expand process mining coverage across CE.

– Deliver regular process health reports with clear, data-backed recommendations for improvement.

TO-BE PROCESS DESIGN & IMPLEMENTATION

– Take identified process improvement opportunities from analysis to implementation – designing, documenting, and rolling out to-be flows across Client Engagement.

– Work with operational teams to validate to-be process designs, manage change, and ensure successful adoption.

– Quantify expected vs. actual impact of implemented changes using process mining baselines and post-implementation monitoring.

– Iterate on implemented flows based on conformance data and frontline feedback, driving continuous refinement.

– Maintain and update process documentation as workflows evolve through implementation cycles.

AUTOMATION & AI SUPPORT

– Use process mining data to identify and prioritize automation candidates – surfacing the workflows where automation will hav