Data Analyst (12 month FTC)

About this role

Responsibilities

• 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.
• This position is located in our HQ2 in Riga, which was recently honored with the prestigious CEE Business Services Award for being the 'Most Vibrant Employer – Latvia,' offering you the chance to thrive in a dynamic and engaging workplace.
• In this role you will:
• 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
• What excites you
• Eliminating spreadsheets - you get genuine satisfaction from replacing a 40-tab Excel file with a clean, automated dashboard that updates itself
• Building in Looker - you enjoy modelling data in LookML and know how to structure explores that non-technical stakeholders can use
• Writing SQL - BigQuery is your natural environment; you write clean, efficient queries and know how to optimise them
• Working across teams - you like understanding how different operational teams work and translating their reporting needs into something scalable
• Ownership - you want to own the analytics layer end to end, not just fulfil ticket requests, and you care about data quality and trust
• Continuous improvement - you proactively identify where processes are fragile or manual and propose better approaches
• You deliver not just plain data, but provide actionable dashboards and reports
• What excites us
• 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
• Familiarity with Zendesk and Bob integrations, or similar tooling ecosystems, is a plus
• You can communicate clearly with non-technical stakeholders and translate ambiguous requests into well-defined data problems

About GoCardless

GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking. GoCardless processes US$130bn+ of payments annually, across 30+ countries; helping customers collect and send both recurring and one-off payments, without the chasing, stress or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over 2,500 banks, we help our customers make faster, more informed decisions. We are headquartered in the UK with offices in London and Leeds, and additional locations in Australia, France, Ireland, Latvia, Portugal and the United States. At GoCardless, we're all about supporting you! We’re committed to making our hiring process inclusive and accessible. If you need extra support or adjustments, reach out to your Talent Partner — we’re here to help! And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, we encourage you to apply!