Data Analyst (Customer Experience)

Role Overview and Impact

We are seeking a Data Analyst to provide key analytical support to our Customer Experience and Payment Operations divisions by transforming raw data into actionable insights that drive strategic decisions. Initially focused on building foundational analytics support within Payment Operations, this role will expand its scope to serve both departments comprehensively.

Key Responsibilities

• Utilize reporting and analysis tools such as Tableau and Zendesk Explore for data visualization, forecasting, and performance measurement.
• Prepare monthly business reviews and quarterly proficiency assessments to inform performance and compensation discussions.
• Develop and establish dedicated analytics and reporting capabilities for Payment Operations from the ground up.
• Create long-term workforce and headcount planning models to support business growth.

Team Dynamics and Collaboration

Working within the workforce team, you will collaborate closely with a Workforce Analyst handling real-time scheduling and short-term forecasts. Supporting Customer Experience and Payment Operations leaders across New Zealand, the US, and the UK, this role requires effective teamwork to utilize data for faster, well-informed organizational decisions despite geographical time differences.

Work Environment

The position is based in New Zealand, offering a hybrid working model that balances office presence with time working from home. During onboarding, the first 60 days will feature earlier start times to sync with US colleagues, transitioning to standard business hours thereafter. Periodic in-person team days encourage connection, cooperation, and celebration.

Desired Qualifications and Skills

• Strong analytical capabilities with experience handling data across multiple departments.
• Proficiency in reporting software, especially Tableau and Zendesk Explore.
• Ability to effectively communicate and present complex findings to senior executives and the C-suite.
• A solution-oriented approach to encourage stakeholder buy-in on data-driven decisions, even when they involve unfamiliar data details.
• Meticulousness in data handling as reports impact bonus allocations and resource planning.
• Collaborative mindset to provide multi-departmental support seamlessly.

Additional Information

We encourage applicants to apply even if their career background does not perfectly align with this role, as your unique skills, enthusiasm, and perspective are valued to enrich our culture and team.