Analytics and Insights Lead (CX)

Who Gives A Crap; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive salary

Healthcare support

Paid leave

Learning & development

Free toilet paper

Job summary

Who Gives A Crap is seeking an Analytics & Insights Lead to transform raw customer data into actionable insights for our CX teams and leadership. You will drive data integrity, governance, and scalable reporting to enable strategic decisions and business growth.

You’ll coach colleagues, build dashboards, and champion a culture of continuous improvement, helping the organization scale impact and value globally.

Qualifications

• Translate complex data into actionable narratives for cross‑functional teams.
• Lead and coach teammates to raise data maturity and capabilities.
• Build scalable data frameworks enabling trustworthy insights.

Responsibilities

• Transform raw customer data into actionable insights for CX teams.
• Ensure data integrity and governance across analytics initiatives.
• Lead data storytelling to influence strategic decisions and growth.
• Develop dashboards and reporting frameworks for business stakeholders.
• Set up governance and libraries to enable future insights.

Skills

Data storytelling

Leadership

Stakeholder management

Dashboard creation

Data governance

Continuous improvement

Problem solving

Coaching

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 revolootion!

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, 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

If you worked here this past month here are some things you might have been involved in

• Mapping our Data: Partnered 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: Managed the intake process for new data requests and built out robust frameworks to maintain the absolute accuracy and integrity of our team scorecards.
• Scaling with Tech: Evaluated and integrated smart tech/AI tools into our reporting frameworks to speed up insight delivery without compromising on data quality.
• Driving Change Management: Collaborated 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.

Let’s talk about you

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 hands‑on with data and love getting into the detail

You’re just as comfortable building a dashboard as you are explaining what it means to a room full of non‑technical stakeholders. You’ve got a strong grip on data analysis tools and techniques, and you know how to turn a jumble of numbers into something people can actually act on. You ask good questions, dig until you find the real insight and aren’t afraid to challenge assumptions along the way.

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 build systems that are built to last

You know a great governance framework isn’t just about solving today’s problem, it’s about setting up something that holds up as the business grows. You bring structure to ambiguity, document as you go and make sure the next person can pick up right where you left off.

You’re a natural at bringing people along with you

Whether it’s aligning CX Leads on a shared roadmap or navigating competing priorities from different corners of the business, you know how to build trust and keep everyone rowing in the same direction. You listen first, communicate clearly and aren’t precious about being the only one with the answer.

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!

Why should you work with us?

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 (yes, you read that right).

Our engagement surveys (thanks Culture Amp!) tell us that our team is really proud (95%) to work for Who Gives A Crap and, well, we couldn’t be more proud of that.

Have you made it this far?

If you’re still reading, we think there’s a strong chance you might be our kind of person. Here’s the thing, though — research suggests that 60% of women and underrepresented folks might have already talked themselves out of applying. Even if you don’t check every box above, we want to encourage you to introduce yourself. We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the closer we are to delivering toilets and clean water for all.