ANZ Program Specialist | Experience Analyst

About the Role

The ANZ Safety Support team is tasked with owning the strategy for how we handle customer safety support when critical incidents occur on the platform. Our scope extends to all customer types - Drivers, Delivery Partners, Merchants, Riders and Eaters. We support the business through product launches, data analysis and insight generation, process optimisation and automations.

The ideal candidate has strong experience in analytics and insights generation. We're looking for someone who is passionate about finding those efficiencies that make our platform safer for all. In this role, you will be responsible for diving deep into the data, understanding root cause drivers, putting forward the recommendations to our business leaders and then working cross functionally to operationalise those changes.

1. Own safety reporting: Manage the ANZ safety dashboard and insights generation, ensuring cross-functional partners receive timely and relevant support insights
2. Drive safety support continuous improvement: led by data, you will identify the pain points and opportunities to drive safety support changes
3. Support new safety product and process launches: act as a reliable partner with our cross functional teams to enable the rollout of new product or processes by ensuring support readiness
4. GenAi innovation: stay on top of new tech and capabilities in this space, and ensure to incorporate these in your daily work

1. Problem solving: comfortable operating with ambiguity and working with stakeholders to problem solve, sharing data insights that improve our processes and workflows
2. Executional excellence: take initiative, ask questions, have a high attention to detail in your deliverables
3. Team player: work with stakeholders locally/regionally to optimise and/or build new processes
4. Data-driven: make strategic recommendations or decisions based on data analysis. Excel proficiency, SQL and JQL experience required
5. GenAi growth mindset: willingness to learn about GenAi and apply solutions to improve safety support

1. Experience in risk management: experience in handling time-sensitive escalations, high-risk events, or critical incidents
2. Experience in dashboard creation: experience building dashboards or visualising data effectively to communicate insights
3. Experience using GenAi: in identifying and/or building impactful Ai solutions that can increase operational efficiency or surface customer insights at scale