Data Analyst (12 month FTC)

As an Operations Analyst, you will own the data and reporting layer across our Merchant Operations function - replacing manual spreadsheet workflows with automated, self-serve dashboards and scalable data models. You will design and build the analytics infrastructure that our KYC, Customer Support, Technical Operations, Fraud Operations & Monitoring, Complaints and Quality teams rely on to make decisions every day. Working closely with operational managers and our data platform, you will translate messy, multi-source data into clean, trusted reporting - and have the mindset to build things once, properly, rather than maintain endless spreadsheet exports.

• Build and maintain Looker dashboards and LookML models that serve KYC, CS, Technical Operations, Fraud & Monitoring, Complaints and Quality teams - replacing manual, recurring spreadsheet reports with live, self-serve analytics
• Write and optimise BigQuery SQL to power operational reporting: ticket volumes, SLA compliance, agent performance, CSAT, handle times, and quality scores
• Audit existing spreadsheet-based workflows and systematically eliminate them through automation and integrated reporting in Looker and Zendesk
• Design and implement Zendesk reporting logic (Explore, APIs, or direct querying) that gives operational managers accurate, timely visibility into their queues and team performance
• Partner with operational leads across all five teams to define, instrument, and document their key metrics - ensuring a single source of truth across the function
• Deliver ad hoc analysis and data pulls to support operational decisions, escalations, and planning cycles

• You have strong BigQuery SQL skills and hands-on experience building in Looker, including writing LookML
• You have deep familiarity with service desk/help desk systems e.g. Zendesk, Zendesk reporting - whether through Explore, APIs, or direct data access - and understand how Zendesk data is structured
• You have a track record of automating manual reporting workflows and reducing dependence on spreadsheets
• You are comfortable working across multiple operational teams simultaneously, managing competing priorities and stakeholder expectations
• You have experience with BI tools and are comfortable switching between platforms
• You can communicate clearly with non-technical stakeholders and translate ambiguous requests into well-defined data problems

Nice to have

• Familiarity with Zendesk and Bob integrations, or similar tooling ecosystems, is a plus

• Wellbeing- stay healthy with dedicated support and medical cover
• Work away scheme - gives you the option to work away from your country of residence for up to 90 days in any 12 month period
• Adaptive Working - allows you to work flexibly, around your lifestyle
• Equity - all permanently employed GCs get equity to help you make a valuable contribution
• Parental leave - to suit everyone embarking on life's great adventure
• Learning Budget - lead your own development with an annual learning budget
• Time off - generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (‘GC Fridays’)