About this role.
This is a CX-focused analytics leadership role responsible for converting customer data and feedback into actionable business insights. The lead will establish data-request intake, scorecard frameworks, governance processes, searchable insight libraries, and reliable reporting standards. Core work includes dashboard development, data-quality management, AI/tool evaluation, and measurement of change-management outcomes. The role also requires coaching team members and aligning CX leaders and cross-functional stakeholders around a shared data roadmap.
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
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would begin by aligning stakeholders on the customer and operational outcomes the scorecard must influence. I would define each metric's business purpose, source system, calculation logic, owner, refresh cadence, and quality checks, then document these in a shared metric dictionary. Before broad rollout, I would validate the measures against historical patterns and user feedback, and establish a regular governance review to manage changes.
I would structure the story around the decision rather than the dataset: clarify the business question, isolate the key customer signal, and use a concise visual narrative to explain the finding and its implications. I would quantify expected impact, state assumptions and limitations clearly, and recommend a practical next action. After implementation, I would track the agreed success metric to confirm whether the recommendation delivered value.
I would first map the data lineage and identify where definitions, timing, identifiers, or transformations differ across systems. I would standardize core entities and metric definitions, introduce automated validation checks and exception reporting, and assign accountable owners for critical fields. Clear documentation, controlled access, and a process for approving changes would make the improvements sustainable.
I would define a specific use case and baseline it for speed, quality, cost, and risk before selecting a tool. I would test it on representative data, verify privacy and security requirements, assess output accuracy and bias, and keep human review for decisions requiring judgment. If the pilot demonstrates measurable improvement without compromising data quality or compliance, I would create adoption guidance and monitor performance after launch.
I use a transparent intake and prioritization process that scores requests by customer impact, business value, urgency, effort, dependencies, and strategic alignment. I communicate the resulting roadmap and trade-offs early, offering lighter-weight alternatives where a full analysis is not immediately feasible. Regular stakeholder reviews ensure priorities can be adjusted as business conditions change.
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.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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