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Customer Experience Data Analyst (CX) - Philippines

Employment Hero

Employment Hero

IT, Customer Service, Data Science
Manila, Philippines
Posted on Friday, August 11, 2023

Employment Hero is an Australian tech unicorn - valued at over $1 billion. Our world-class software is the easiest way for small to medium-sized businesses to manage HR, payroll, employee engagement, and benefits. We’ve grown 100% year on year since inception, and expanded globally in late 2020. We now service over 80,000 businesses and we will continue to grow rapidly in 2022 and beyond.

We believe in distributed employment and take a ‘Remote First' approach with our team. Employment Hero can hire across the globe, assuming that candidates have eligible working rights and are in a suitable time zone. If you've got the skills for the role and the passion for our mission then we want to hear from you!

This position, based in the Philippines, is a growth role within our high-performing Customer Operations function, which comprises Commercial Analysts aligned to each customer experience segment.

Reporting to the CX Support Analyst, you will be a key member of the Customer Operations team, partnering closely with Support, Implementations, Voice of Customer and other members of the CX Ops team to manage customer & commercial data, providing business process & analytical support that drives strategic, tactical and commercial objectives in-market.

To be successful, you will need to get deep into (sometimes ambiguous) data so that you can understand the business thoroughly, rapidly diagnose issues and formulate solutions. First Principles Thinking, intellectual curiosity, and a bias for action are essential.

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.


  • Reviewing Voice of Customer feedback and processes for quality and assurance.
  • Reviewing recorded customer conversations to distribute internally and provide greater insight to our internal teams.
  • Collaborating with CX team members to ensure the CX process is understood and followed, as well as identifying & executing on opportunities for improvement with the goal of improving data quality and reducing room for error.
  • Where required, providing ad-hoc analytical and operational support as is required by the Customer Operations team in areas such as;

- Data management
- Data reconciliation and migration
- Data cleansing
- Data analysis
- Workflow management and administration, primarily in Salesforce & Zendesk, as well as associated operational tools & technologies
- If necessary, producing regular and ad-hoc reports & dashboards using tools such as Zendesk and Salesforce
- Producing regular and ad-hoc reports & dashboards in both Salesforce & Zendesk as required

  • Participating in strategic and tactical projects as required


  • Professional Experience:
  • A minimum of 2 years professional experience working as a data analyst, data administrator, BI/reporting analyst or similar.
  • Experience working in a fast-paced environment, with the ability to quickly pivot to respond to changes with the business and market.
  • Prior experience working with sales teams, or other commercial business functions, e.g. marketing, highly regarded, as is experience working within an operational business unit.
  • Experience working to a monthly sales cycle highly regarded, as is experience working within an agile business environment (scrum preferred).
  • Technical Proficiencies:
  • Experience working with the Salesforce platform and associated data.
  • Experience working with Google Analytics Suite.
  • Mastery in Google Sheets or Excel (formulas, pivot tables and charts, data transformation and cleansing, etc.)
  • Strong proficiency in SQL very highly regarded, as is professional experience using BI tools to produce reporting outputs (Tableau preferred)
  • Professional Skills
  • Strong analytical skills with the ability to collect, organise, analyse, and disseminate significant amounts of information with attention to detail and accuracy.
  • Demonstrated ability to think critically and creatively in order to find solutions to complex problems.
  • Exceptional verbal and written communication skills, with a strong ability to communicate proactively with peers, managers, and leadership on plans, progress, and challenges.


  • We are remote-first, where you can work from the comfort of your home, and enjoy flexible working time
  • Work your local hours! 40 hour work week, Monday to Friday
  • 20 days vacation leave
  • Top private healthcare package (for you and 1 of your dependants!)
  • Paid Parental Leave subject to eligibility
  • A generous budget to spend on setting up your home office
  • We set you up for success with the latest and greatest hardware, tools and tech
  • Budgets towards continuing your learning
  • International annual company conference (Last conference we spent a week in Phuket, Thailand!)
  • Refer friends to open jobs and receive a cash bonus for every successful referral you make
  • Participate in our Employee Share Options Program - you’ll be a part owner of Employment Hero

Why join Employment Hero?

* Raised $181M achieving unicorn status February 2022

* LinkedIn Top 25 Startups 2021, ranked #2 in Australia

* The Australian Top 100 Innovators List 2021

* Raised $140M Series E round led by Insight Partners July 2021

* Raised $45M Series D round led by Seek 2021

* Deloitte Technology Fast 50 2020, ranked #42 in Australia

* LinkedIn Top 10 Startups 2020

* Raised $22M Series C Round led by Seek July 2019

* Raised $8 mill series B round led by Seek and OneVentures

* Deloitte Technology Fast 50 2019, ranked #20 in Australia

* GetApp Category Leader Q1 2019

* Deloitte Technology Fast 50 2018, ranked #12 in Australia

* HRD Gold Medalist - Human Capital Management Systems 2018

* HRD Gold Medalist - Rewards and Recognition Service Provider 2018

* HRD Rewards and Recognition Employer of Choice 2018

* LinkedIn Top 25 Startups 2018

* EY Entrepreneur of the Year National Finalist 2018