Senior Privacy & Dispute Resolution Analyst

Zip Co; Sydney; On-site; AUD 120,000 - 165,000; Full time

Benefits offered by this job

25 days annual leave

Parental leave

Wellbeing allowance

Employee discounts

Team wellbeing programs

Job summary

Zip Co is hiring a Privacy & Dispute Resolution Analyst in Sydney to manage Privacy requests across Australia and New Zealand and support the External Dispute Resolution (EDR) process with bodies like AFCA in Australia and FSCL in New Zealand.

You will analyze complaints, coordinate EDR workflows, and collaborate with Risk, Compliance, Customer Service, Credit, Fraud and Product teams to improve customer outcomes while strengthening privacy responses and dispute resolution processes.

Qualifications

• 6+ years of experience in compliance, privacy, legal, dispute resolution or financial services, with some exposure to AFCA or similar external dispute resolution frameworks.
• Knowledge of privacy obligations and regulatory requirements, ideally within Australian or New Zealand financial services.
• Strong written and verbal communication skills, with the ability to explain complex matters clearly and prepare well structured responses and submissions.
• Sound judgement and a customer focused approach to managing sensitive matters, balancing regulatory obligations, fairness and commercial considerations.

Responsibilities

• Manage requests received through Zip's Australian and New Zealand Privacy inboxes, ensuring accurate and timely responses in line with applicable privacy legislation and regulatory obligations.
• Manage a portfolio of external dispute resolution complaints from investigation through to resolution, delivering fair, timely outcomes in line with relevant dispute resolution frameworks.
• Prepare clear, balanced and well structured submissions to external dispute resolution bodies, bringing together evidence, customer circumstances and regulatory considerations.
• Coordinate the EDR workflow, including case allocation, monitoring progress and supporting the escalation of complex matters.
• Partner with Customer Service, Credit, Fraud and Product teams to investigate requests and complaints, resolve complex issues and improve customer outcomes.
• Analyse complaint data to identify trends, root causes, systemic issues and emerging risks, translating insights into practical recommendations.
• Prepare meaningful EDR reporting for risk and compliance governance forums, highlighting key themes, customer impacts and opportunities for improvement.
• Contribute to improvements across Zip's Privacy response and EDR frameworks, strengthening processes, controls and ways of working.
• Support quality assurance and peer reviews to maintain consistent, high quality responses and dispute handling.
• Share knowledge with colleagues and business stakeholders, contributing to training and capability development across Privacy and dispute resolution.
• Identify opportunities to improve efficiency and customer outcomes through smarter processes, automation and the thoughtful use of AI and new tools.

Skills

Compliance

Privacy

Dispute resolution

AFCA exposure

Communication

Data analysis

Stakeholder collaboration

Risk management

Job description

Zip Co is hiring a Privacy & Dispute Resolution Analyst in Sydney to manage Privacy requests across Australia and New Zealand and support the External Dispute Resolution (EDR) process with bodies like AFCA in Australia and FSCL in New Zealand.

You will analyze complaints, coordinate EDR workflows, and collaborate with Risk, Compliance, Customer Service, Credit, Fraud and Product teams to improve customer outcomes while strengthening privacy responses and dispute resolution processes.