Customer Experience & Payments Analytics Specialist

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

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.