Customer Experience Analyst - Melio

Xero; Auckland; Hybrid; NZD 90,000 - 120,000; Full time

Job summary

Xero in Auckland, New Zealand, is seeking a Data Analyst to turn raw data into decisions for Customer Experience and Payment Operations. You’ll support monthly reviews and headcount planning, building analytics foundations where none exist.

You’ll work with Tableau and Zendesk Explore, present findings to senior leaders, and help shape SLAs and resourcing decisions across two departments.

Qualifications

• Experience turning data into actionable business insights.
• Comfort presenting to senior leadership.
• Experience with cross-department analytics.
• Experience with reporting and forecasting.

Responsibilities

• Prepare monthly business reviews.
• Lead quarterly proficiency scoring to support salary reviews.
• Build dedicated reporting for Payment Operations from scratch.
• Develop workforce planning models as the business scales.

Skills

Analytical skills

Cross-department data

Tableau

Zendesk Explore

Executive presence

Attention to detail

Tools

Tableau

Zendesk Explore

Job description

The role / impact:

As a Data Analyst supporting our Customer Experience and Payment Operations teams, you’ll turn raw data into decisions that matter, from monthly business reviews to headcount planning. Payment Operations doesn’t currently have dedicated analytics support, so you’ll start by building that foundation before broadening out to cover both departments.

Your analysis feeds straight into conversations with senior leaders: helping shape service level agreements, informing performance reviews, and guiding decisions on where the team invests its time and people. Accuracy counts here, since your numbers influence bonus and resourcing decisions across two departments.

The team & how they connect

You’ll sit within the workforce team, working alongside a Workforce Analyst who focuses on real time scheduling and short term forecasting while you take on deeper reporting and strategic analysis. Together you support Customer Experience and Payment Operations leaders across New Zealand, the US and the UK. It’s a genuinely connected team: even across time zones, everyone leans on each other’s data to make faster, better decisions.

Initially, the role may focus on:

• Tools like Tableau and Zendesk Explore for reporting, forecasting and performance analysis

• Monthly business reviews and quarterly proficiency scoring to support performance and salary reviews

• Building out dedicated reporting support for Payment Operations from the ground up

• Longer term headcount and workforce planning models as the business scales

Where and how you can work

This role is based in New Zealand, working in a hybrid pattern that blends time in the office with time at home. Your first 60 days will run on an earlier start to overlap with our US colleagues while you onboard, moving to standard hours once you’re settled in. Boost days bring the team together in person throughout the year to connect, collaborate and celebrate.

Here are some of the things we’re looking for, for this role:

• You’ll bring sharp analytical skills and comfort working across data from more than one department.

• Confidence with reporting tools such as Tableau and Zendesk Explore.

• Executive presence, since you’ll regularly present findings to senior leaders and the C-suite.

• A solutions focused mindset, able to bring stakeholders along on data driven recommendations, even when they’re new to the detail.

• Precision and care with numbers, given how directly your reporting shapes bonus and resourcing decisions.

• A collaborative approach, comfortable supporting more than one department at once.