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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 focus on deeper reporting and strategic analysis. This is a genuinely connected team that leverages each other's data across time zones to make faster, better decisions.
Initially, your focus will include:
- Building and maintaining reporting dashboards using Tableau and Zendesk Explore
- Conducting monthly business reviews and quarterly proficiency scoring to support performance and salary reviews
- Establishing dedicated analytics support for Payment Operations from the ground up
- Developing longer-term headcount and workforce planning models as the business scales
The role is based in Auckland with a hybrid work pattern blending office and remote time. Your first 60 days will involve earlier start times to overlap with US colleagues during onboarding, transitioning to standard hours once settled. Boost days throughout the year bring the team together in person for collaboration and connection.
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 capable of bringing 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
Xero encourages applications even if experience isn't a perfect match, hiring based on skills, passion, and unique perspective.
