About this role.
Who Gives A Crap is seeking a CX Data Analytics and Insights Team Lead to turn customer data and feedback into actionable operational and strategic insights. The role owns data-request intake, scorecard integrity, reporting frameworks, governance processes, and searchable insight libraries. It partners closely with CX leaders and cross-functional stakeholders to connect customer-voice and change-management metrics to business outcomes. The successful candidate will be a people coach and data storyteller who can improve data quality while introducing scalable analytics and AI-enabled reporting practices.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Sample interview questions
I would start by aligning stakeholders on the customer outcomes and operational decisions the scorecard must support. I would define a small set of standardized metrics, document calculation logic and data sources, assign metric owners, and establish validation checks. I would then provide role-specific views while maintaining one governed source of truth.
I first identify the decision audience and the business question, then combine quantitative trends with qualitative customer feedback to explain both what is happening and why. I frame findings around impact, root cause, and recommended next steps rather than presenting data alone. Finally, I align on an owner and success metric so the insight leads to measurable action.
I would use a transparent intake process that assesses strategic alignment, customer impact, urgency, expected value, effort, and dependencies. Requests tied to critical customer risks, regulatory needs, or leadership decisions receive priority, while recurring low-value work is automated or redirected to self-service resources. I would review priorities regularly with CX leadership to keep the roadmap aligned with changing needs.
I would create clear metric definitions, source-system ownership, access controls, data-quality monitoring, and an escalation process for discrepancies. I would also maintain documentation and a searchable insight library so teams understand data lineage and avoid duplicating analyses. Regular audits and stakeholder training would reinforce accountability and consistent use of the data.
I would begin with a specific use case, such as summarizing customer feedback or accelerating recurring reporting, and define quality, accuracy, privacy, and time-saved success criteria. I would pilot the tool with human review, test it against known data sets, and ensure it meets governance and security requirements. I would scale only when results are reliable and the tool demonstrably improves decisions without weakening data quality.
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 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!
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.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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