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As a Data Analyst supporting Customer Experience and Payment Operations teams at Xero, you will transform raw data into actionable insights that drive strategic decisions. Your analysis directly influences senior leadership conversations, including service level agreements, performance reviews, and resource allocation across two departments spanning New Zealand, the US, and the UK.
You'll sit within the workforce team alongside a Workforce Analyst who handles real-time scheduling and short-term forecasting, while you own deeper reporting and strategic analysis. This is a foundational role: Payment Operations currently lacks dedicated analytics support, so you'll build that capability from the ground up before expanding to cover both departments.
Initial focus areas include:
- Creating and maintaining Tableau and Zendesk Explore reports for performance analysis and forecasting
- Delivering monthly business reviews and quarterly proficiency scoring to support performance and salary reviews
- Establishing dedicated reporting infrastructure for Payment Operations
- Developing longer-term headcount and workforce planning models as the business scales
The role is hybrid-based in Auckland with an early start schedule during your first 60 days to overlap with US colleagues during onboarding, transitioning to standard hours thereafter. Boost days throughout the year bring the team together in person.
Qualifications & Requirements:
- Sharp analytical skills with ability to work across data from multiple departments
- Proficiency with reporting tools such as Tableau and Zendesk Explore
- Executive presence and ability to present findings to senior leaders and C-suite
- Solutions-focused mindset; ability to bring stakeholders along on data-driven recommendations
- Precision and care with numbers, given direct impact on bonus and resourcing decisions
- Collaborative approach, comfortable supporting multiple departments simultaneously
