Customer Experience Analyst - Melio

Role Overview and Impact

In this position as a Data Analyst, you'll be instrumental in transforming unprocessed data into strategic decisions supporting both Customer Experience and Payment Operations teams. Starting with creating analytical foundations for Payment Operations, you will expand your impact to cover both departments comprehensively.

Team Environment and Collaboration

You will join the workforce team, collaborating closely with a Workforce Analyst who handles real-time scheduling and short-term forecasting, while you concentrate on deeper reporting and strategic insights. This global team, spanning New Zealand, the US, and the UK, relies heavily on shared data to optimize decision-making.

Primary Duties

• Utilize tools such as Tableau and Zendesk Explore for generating reports, forecasting trends, and analyzing performance.
• Lead monthly business reviews and quarterly proficiency evaluations to support personnel performance assessments and remuneration discussions.
• Establish comprehensive reporting frameworks for Payment Operations from the ground up.
• Develop long-term workforce planning and headcount models to accommodate organizational growth.

Work Location and Schedule

The role is based in New Zealand and involves a hybrid work style combining office presence and remote work from home. Initial onboarding includes early start times to coordinate with US teams for the first 60 days, transitioning to standard working hours thereafter. Team bonding events are held throughout the year to foster collaboration and celebrate achievements.

Desired Attributes and Expertise

• Strong analytical abilities with experience handling data across multiple departments.
• Proficiency and confidence in using reporting tools like Tableau and Zendesk Explore.
• Ability to present insights effectively to senior leadership and executive teams with professionalism.
• A proactive, solution-oriented approach that engages stakeholders with data-driven recommendations, simplifying complex details as needed.
• Meticulous attention to numerical accuracy, considering the significant influence of analysis on bonuses and staffing strategies.
• Team-oriented mindset, adept at supporting multiple departmental needs concurrently.

Additional Information

Applicants should feel encouraged to apply even if their experience doesn’t exactly match the role requirements. The company values diverse skills, passion, and perspectives to enrich company culture and teams.