Data Analyst - Customer Experience and Payment Operations

Overview

Join Xero as a Data Analyst supporting the Customer Experience and Payment Operations teams. In this role, you will transform raw data into actionable insights that influence important business decisions, including monthly reviews and workforce planning. Initially, you will focus on establishing analytics capabilities within Payment Operations, which currently lacks dedicated support, before expanding your scope to encompass both departments.

Role Impact and Collaboration

Your analyses will directly inform discussions with senior executives, shaping service agreements, performance assessments, and resource allocation decisions that affect bonuses and team capacity across the two departments. You will be part of the workforce team, collaborating closely with a Workforce Analyst who manages real-time scheduling and short-term forecasts, while you handle comprehensive reporting and strategic insights. This team supports leaders in New Zealand, the US, and the UK, relying on data-driven decisions to improve operational effectiveness despite geographical distances.

Key Responsibilities

• Utilize tools such as Tableau and Zendesk Explore for reporting, forecasting, and evaluating performance metrics.
• Contribute to monthly business reviews and quarterly proficiency assessments that influence performance and compensation reviews.
• Develop foundational analytics support tailored for Payment Operations.
• Create models for long-term headcount and workforce planning to accommodate business growth.

Work Environment and Schedule

This position is based in New Zealand and follows a hybrid work model combining in-office and remote work. The initial onboarding period (first 60 days) requires an earlier start to align with US team hours, after which standard local hours will apply. The team also engages in periodic in-person meetups to foster connection and collaboration.

Requirements and Desired Qualities

• Strong analytical capabilities with experience handling data from multiple departments.
• Proficiency in data visualization and reporting tools, particularly Tableau and Zendesk Explore.
• Ability to present data-driven insights effectively to senior leaders and executives.
• A solution-oriented mindset that facilitates stakeholder engagement and understanding even when they are unfamiliar with the data details.
• Meticulous attention to numerical accuracy, essential due to the impact your reporting has on bonuses and resourcing decisions.
• Collaborative nature comfortable with supporting multiple teams simultaneously.

Additional Information

Xero welcomes applicants whose experience may not perfectly align with these qualifications but who demonstrate relevant skills, enthusiasm, and the capacity to contribute meaningfully to the team culture.