Analytics and Insights Specialist - CX Team

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 We’re looking for a Customer Support Specialist - Analytics & Insights to join our Customer Experience (CX) team. This isn’t your typical support role; it’s a specialist position focused on helping the business better understand the customer experience through scalable reporting, operational analysis, and actionable insights. You’ll work across our CX data ecosystem (including platforms like Looker, Zendesk, Chattermill, Shopify etc.) to identify trends, surface customer pain points, improve reporting capability and help make teams from across the whole business make smarter, data informed decisions. You’ll build and optimise reporting that helps teams better understand customer and operational performance, using data to uncover trends, investigate issues, and drive actionable business outcomes. You’ll also play a key role in evolving and improving our current reporting capability, leveraging experience with BI tools alongside AI and automation as practical tools to accelerate analysis, strengthen insight generation, improve workflows, and reduce manual operational friction. You'll work within an established data infrastructure, partnering with our internal Business Intelligence team to shape and prioritise what gets built, your focus is maximising what our data can do, not owning the backend pipelines yourself. If you worked here this past month here are some things you might have been involved in Reporting & Insights: Built and optimised scalable reporting and dashboards in our BI tool, Looker, to help teams better understand customer behaviour, operational performance, and emerging trends. Insight Storytelling: Used qualitative and quantitative customer data to uncover patterns, investigate issues, and translate findings into clear, actionable narratives that influence business decisions. Reporting Optimisation: Improved existing reporting capability by identifying gaps, refining reporting logic, improving data trust, and creating more scalable ways for teams to access insights. AI & Workflow Enablement: Partnered with the A&I lead to experiment with AI and automation tools that improve analysis, streamline workflows, surface insights more effectively, and reduce manual operational effort. Data Stream Development: Worked with siloed customer and operational datasets to identify new reporting opportunities, helping establish new data streams, reporting layers, and insight capabilities across the business using our BI tooling and AI enabled workflows. Project Execution: Led a project from scoping to execution based on customer and operational pain points, identifying root causes and opportunities to improve the customer and agent experience. Let’s talk about you You’re analytically curious and insight-driven You enjoy digging into data to understand the “why” behind customer behaviour, operational trends, and business challenges. You’re comfortable working with complex or imperfect datasets, and can turn raw information into clear, actionable insights that influence decision-making across the business. You don’t just build dashboards… you use data to tell stories, identify opportunities, and help teams make better decisions. You have a strong instinct for data integrity, you notice when something looks off, investigate it, and fix it before it becomes a problem. You’re technically minded and future-focused You’re excited by the intersection of reporting, analytics, AI, and customer experience. You have experience working with platforms like Looker, Zendesk Analytics, or similar tools, and enjoy building scalable reporting that helps teams better understand operational and customer trends. SQL skills are essential, you're comfortable writing complex queries to investigate data, not just consume it. You see AI and automation as practical tools to accelerate analysis, improve workflows, and surface insights more effectively - not as replacements for strong analytical thinking, trusted data, and rock solid reporting. 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.