Analytics and Insights Lead (CX)

Who Gives a Crap; Manila; On-site; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Competitive salaries

Healthcare support

Paid leave

Learning and development

Free toilet paper

Job summary

Who Gives a Crap is seeking an Analytics & Insights Lead to empower our CX team with data-driven insights. You will transform raw customer data into actionable narratives that inform strategy and improve customer delight and business growth.

You will coach teammates, develop reliable data frameworks, and drive continuous improvement across stakeholders. This role supports a mission to make a positive impact while advancing data governance and reporting excellence.

Qualifications

• Strong ability to translate complex data into clear narratives that drive action.
• Proven experience coaching teams and building a high‑performance culture.
• Ability to partner with CX leads and other functions to influence decisions.

Responsibilities

• Map and evolve the Customer Voice program with clear data goals and targets.
• Manage data intake and ensure accuracy of team scorecards and dashboards.
• Evaluate and integrate AI tools to speed up insight delivery without sacrificing quality.
• Collaborate with CX leads to tie metrics to business outcomes and improve operational excellence.
• Set up governance and libraries to enable future insights and reusable reporting.

Skills

Data storytelling

Coaching

Cross-functional leadership

Tools

BI tools

AI tools

Job description

Not all heroes wear capes — but plenty of them use toilet paper

Want to challenge yourself at a purpose‑led scale up AND make a difference in the world? Come join the revolution!

Funny name, serious business

We make eco‑friendly products and donate 50% of our profits to provide clean water and help build toilets for the billions of people who lack proper access. So far, we’ve contributed over $18 million AUD (roughly $12.5 million USD) to fund sanitation projects around the globe. Basically, we’re really good at doing good.

With hubs in Australia, the Philippines, China, the US, the UK and Europe, our amazing team of 200+ work to make the biggest possible impact for people and the planet. Over the next couple of years, we’re hoping to increase our annual donation tenfold to get us closer to our dream of everyone in the world having access to clean water and sanitation services.

A bit about the role

Life’s messiest moments require the smoothest solutions. As our Analytics & Insights Lead, you will join our Customer Experience (CX) team to transform raw customer data and feedback into powerful, actionable insights. In this role, you will enable CX teams to seamlessly access effective data to support strategic decision‑making and influence broader business choices. Your mission is to clear the path for our frontline teams, drive data integrity, and ultimately fuel both customer delight and business growth.

Responsibilities

• Mapping our Data: Partner cross‑functionally to shape our Customer Voice Program, designing strategic data goals and setting measurable targets using historical trends and future growth initiatives.
• Leading the Metrics: Manage the intake process for new data requests and build out robust frameworks to maintain the absolute accuracy and integrity of our team scorecards.
• Scaling with Tech: Evaluate and integrate smart tech/AI tools into our reporting frameworks to speed up insight delivery without compromising on data quality.
• Driving Change Management: Collaborate closely with CX Leads to tie change‑management success metrics to overall business reporting, ensuring our data genuinely impacts operational excellence.
• Creating a Future‑Proof System: Set up governance processes and structured libraries so that past insights are easily searchable, secure, and ready to guide future business strategies.

Qualifications & Skills

You are a strategic data storyteller and people coach

You don't just look at spreadsheets; you see the human stories behind the metrics. You excel at translating complex data sets into simple, compelling narratives that inspire action across different teams. As a natural leader, you love coaching others, modeling a “work smarter, not harder” high‑performance culture, and aligning multiple stakeholders around a unified roadmap.

You’re a champion for data integrity and continuous improvement

You bring a highly organized approach to project management, building reliable data frameworks and compliance guardrails that stand the test of time. You thrive on driving a culture of continuous improvement, using evidence‑backed recommendations to solve complex tracking puzzles, manage competing priorities, and turn strategic ideas into measurable business value.

You give a crap

Do you want your work to make the world a better place? Do you want to work with other people who feel the same way? What a coincidence — us too!

Benefits

First off, as a certified B Corp™, we work to make a difference every day while maintaining the highest standards of social and environmental impact. With our most recent score of 125.5, we’re in very good company with other exceptional B Corps around the world.

We also believe that helping to make the world a better place should be rewarded accordingly – that’s why we offer competitive, market‑informed salaries, meaningful support towards healthcare for our team around the world, generous paid leave, tailored learning and development opportunities, and free toilet paper. Our engagement surveys (thanks Culture Amp!) show that our team is really proud (95%) to work for Who Gives A Crap.

Inclusion & Representation

We are committed to diversity, equity, and inclusion and strive to create a welcoming environment for all employees. All recruitment data is kept confidential in accordance with our strict privacy standards.