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Data Analytics Lead - Customer Operations

Cape Town

Yoco is a FinTech company. We focus on building tools and services to help small and micro businesses get paid, run better, and grow. We believe in unlocking entrepreneurial potential anywhere, in empowering people to thrive and in driving our economy forward.
Yoco was founded in 2013. Today we are a company of over 150 people all driven by a common goal: keeping the needs of our customers at heart. Our vision is Open Commerce and we want to do this to enable people to thrive.
We strive to delight our customers. The Customer Operations team are on the frontlines, engaging directly with our merchants every day. As Yoco grows, the ways in which we serve our merchants needs to evolve alongside. Data plays a key part in this evolution, infusing processes with intelligence, identifying areas of poor experience and proactively planning for growth, rather than simply reacting to it.
Your objective will to be to collaborate with the Operations, Product, Engineering and Growth teams to support the building of smart, scalable and delightful operations.

Key Responsibilities:
This role will be embedded within the Customer Operations area, it’s key to build strong collaborative relationships with Operations leaders and fully understanding our entire operations system.  Beyond simply having a top down view of processes, you will be expected to engage in a bottom up manner, empathising with merchants and customer support consultants to contribute meaningfully.
Key responsibilities include:
  • Build an analytical overview of all customer operations activities
  • Surface key customer points of friction, leveraging CRM data, and provide recommendations for their resolution
  • Build and manage a team of data analysts specialising in various teams within the area
  • Develop analytical technical techniques to forecast the customer operations capacity required to support growth plans
  • Improve the data consistency across all source systems, in particular CRM systems, and standardise business definitions to bring clarity. This includes reviewing existing integrations and providing recommendations on the tool-stack that support data integrity.
  • Establish the ways of working and collaboration between the data and operations teams
  • Standardise data and build key datasets to surface to the entire Operations team
  • Build strong relationships across the operations area and influence key strategic

Key requirements to perform responsibilities:

  • An experienced Lead Analyst or Senior Data Scientist, a specialisation in Operations is preferred
  • Experience in working in either a growth-focused or technology organisation, ideally working together and collaborating with the operations team, data team, and engineering team, as well as other business stakeholders
  • Comfortable with a variety of Data Analytics tools and platforms from cloud platform databases (Redshift, Snowflake, BigQuery) with SQL, Python, and front-end tools e.g. Tableau, Power BI, Looker
  • A track record of delivering results from analysis, creating business relevant insights rather than simply completing analysis for its own sake
General experience:
  • 8+ years experience in a technical data role
  • 3+ years experience leading a data team
  • Strong SQL experience
  • Data modelling expertise, in particular modelling CRM data
  • Strong communication and team building skills
  • Bonus points:
  • Experience with Salesforce CRM
  • Experience with Looker, Tableau, Metabase
  • Experience with demand forecasting in an operational context
  • Experience with logistics and supply chain
The Yoco formula is a validated approach to work and a set of behaviours that create maximum value for our customers and help us grow.
Core Values - Our way of working to create value & grow
Stay Connected
Make Space to Explore
Keep it Simple
Master your Craft
Leadership Principles - How we show up, engage & treat each other
Get to know each other personally
Say what you think and challenge me directly
Be courageous and focus forward
Don’t let ego get in the way 
To support this, we have built a role-based organisation where every individual is given the space to focus and develop their innate strengths. Everyone at Yoco has the opportunity to lead a project and become a specialist, enabling flexibility, collaboration and accountability at all levels. You will be working with a diverse, motivated and skilled team who will continuously stretch you as an individual. To learn more about our culture, go to our #YocoLife page or subscribe to our Exposure Gallery
Join us on a meaningful journey at Yoco, and help enable our merchants to thrive through Open Commerce!
Please note…
Yoco encourages applicants from diverse backgrounds to apply. Open positions at Yoco are competitive and we often receive high volumes of applicants. If you have not received further updates on your application after three weeks, you’re welcome to request feedback.