Customer Experience Analyst - Melio

Xero
Auckland
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Analytical skills","Executive presence","Solutions-focused mindset","Precision with numbers","Collaboration"]

Support Customer Experience and Payment Operations by turning raw data into decision-ready insights. Build analytics coverage for Payment Operations from the ground up, then expand to both departments. Provide reporting that informs service level agreements, performance reviews, and resourcing decisions, including monthly business reviews, quarterly proficiency scoring, and longer-term headcount and workforce planning models. Present findings to senior leaders and the C-suite using tools like Tableau and Zendesk Explore.

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FursaFursa
Xero
Xero
2 days ago

Customer Experience Analyst - Melio

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Support Customer Experience and Payment Operations by turning raw data into decision-ready insights. Build analytics coverage for Payment Operations from the ground up, then expand to both departments. Provide reporting that informs service level agreements, performance reviews, and resourcing decisions, including monthly business reviews, quarterly proficiency scoring, and longer-term headcount and workforce planning models. Present findings to senior leaders and the C-suite using tools like Tableau and Zendesk Explore.
Location: Auckland
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Turn raw data into decisions that matter for Customer Experience and Payment Operations.
  • •Build the initial analytics foundation for Payment Operations, where dedicated analytics support is not currently available.
  • •Create reporting to support monthly business reviews and quarterly proficiency scoring for performance and salary reviews.
  • •Develop dedicated reporting support for Payment Operations and expand coverage across both departments.
  • •Support longer-term headcount and workforce planning models as the business scales.

Key Requirements

  • •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 to present findings to senior leaders and the C-suite.
  • •A solutions-focused mindset and ability to support stakeholders with data-driven recommendations.
  • •Precision with numbers, since reporting shapes bonus and resourcing decisions.
Skills:Analytical skillsExecutive presenceSolutions-focused mindsetPrecision with numbersCollaboration
Tech Stack:TableauZendesk Explore

Company Brief

Xero
Provides cloud-based accounting, payroll, and financial management software for small and medium-sized businesses, enabling invoicing, bank reconciliation, reporting, and integrations with third-party apps globally.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Wellington, New Zealand
Founded: 2006
WebsiteLinkedIn