Customer Experience Specialist - Analytics and Insights

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 opportunity areas.