The role / impact:

As a Workforce Analyst, you’ll help keep our Customer Experience and Customer Success teams ready for whatever the day brings. You’ll build short and long term forecasts, respond to real time changes like call outs or schedule shifts, and make sure the right people are in the right place at the right time to support our customers. Your work shapes how well we deliver on service commitments, day in and day out.

Beyond the numbers, you’ll keep workforce documentation current, flag the operational impact of new feature releases, and give the team a clear read on what’s coming. It’s a role with genuine visibility: your forecasts and recommendations reach leaders across Customer Success and Customer Experience every week.

The team & how they connect

You’ll join a small, closely connected workforce team supporting Customer Success and Customer Experience across New Zealand, the US and the UK. The team partners daily with CX leaders to plan resourcing, troubleshoot in the moment, and turn data into decisions. Even across time zones, everyone leans on each other to keep operations running smoothly.

Initially, the role may focus on:

• Zendesk and Assembled for scheduling, forecasting and real time workforce management

• Weekly forecasting and schedule adherence reporting for Customer Success and Customer Experience

• Supporting Payment Operations with workforce reporting as team structures evolve

• Longer term forecasting models as the business grows

Where and how you can work

This role is based in Auckland, working in a hybrid pattern that blends time in the office with time at home. Your first 60 days will run on an earlier start (around 7am NZT) to overlap with our US colleagues while you onboard, moving to standard hours once you’re settled in. Boost days bring the team together in person throughout the year to connect, collaborate and celebrate.

Here are some of the things we’re looking for, for this role:

• You’ll bring strong analytical instincts, translating operational data into clear, practical recommendations.

• Confidence working with workforce management and reporting tools such as Zendesk and Assembled.

• A steady head under pressure, with good judgement about when to pivot and how to communicate it.

• You’re comfortable presenting forecasts and insights to stakeholders at every level, leadership included.

• A collaborative style, building relationships easily with colleagues across teams and time zones.

• Curiosity and a continuous improvement mindset, always looking for a better way to plan or forecast.

Apply even if your experience isn’t a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.