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CX Analyst
Full-time
About Archies Footwear
Archies Footwear started with a simple idea: create a better pair of thongs by building genuine arch support into the casual footwear people already love. Today, our flip flops, slides and insoles are worn by customers in Australia, New Zealand, the UK, Europe, the US, Canada and Asia, sold through our own online stores, retail partners, Amazon and TikTok Shop. We're one of Australia's fastest growing footwear brands, and every customer conversation helps shape what we do next.
About the role
Most CX analyst roles give you a dashboard and a queue of report requests. This one gives you the keys, and a seat in the room where decisions get made. At Archies, customer experience isn't a cost centre at the end of the journey. It touches every department, every market and every pair we sell. We're creating a brand new Customer Experience Analyst role to own the systems, data and AI that power it, and to turn what our customers tell us into insights that shape decisions across the business.
Why this role is different
You own the CX stack, not just the reports.
Gorgias, the Gorgias AI Agent, Loop Returns, Okendo, Shopify and Hubstaff. You configure it, fix it and make it better
Your insights drive decisions across the business.
You'll take CX data to department heads in Product, Supply Chain, Brand, Wholesale, Ecommerce, Finance and Legal, and present what it means and what to do about it
AI Proficiency is Essential. You’ll be confident using AI tools to build systems to improve customer experience, work efficiently and measure & maintain consistently high service levels.
Your work shows up in revenue.
You'll turn return reasons, VOC and NPS data into retention and winback campaigns with Marketing, then prove the dollars with Ecommerce
You'll help shape how Archies use AI.
You'll work closely with the Head of CX to find where AI can add real value, starting in CX and extending into other parts of the business
What you'll own
The CX tech stack across all regional stores: rules, views, integrations, automations and peak readiness
The Gorgias AI Agent: guidance, knowledge sources, handover rules and accuracy
Insights for every department: translating CX data into clear findings and recommendations, and presenting them to the people who need to act
Dashboards, weekly and monthly reporting, and deep dives that answer real business questions
AI governance: making sure customer data is handled responsibly under privacy laws in every market we sell in
CX commercial reporting: cost per contact, tech spend and licence usage
The workforce tools behind the team: building and maintaining the volume forecasting model, automated agent scorecards and Hubstaff time tracking data
Documentation and change management so the whole team knows how everything connects
What success looks like
Department heads using your insights to make key decisions
AI Agent automation rate growing year on year, with 95%+ response accuracy
Accurate customer contact volume forecasts that help the team plan staffing ahead of peaks
A live CX data feed powering Marketing campaigns with measurable revenue
System issues caught before customers ever notice
You'll thrive here if you
Have 5+ years in a CX systems, CX analyst, business analyst or data role, ideally in high volume eCommerce
Can turn messy data into a clear story and present it confidently to senior leaders and non technical teams
Have administered Gorgias or a similar helpdesk platform
Use AI tools daily to analyse data and build workflows (prompt engineering or AI agent experience is a big plus)
Are strong in Excel or Google Sheets, SQL and BI tools like Looker Studio or Power BI
Understand privacy and data protection (Australian Privacy Act, GDPR or similar)
Know Shopify and returns platforms like Loop, and have built forecasting models
Notice the details others skip. If that's you, write the word "thongs" at the very top of your CV so we know you read this far
Bonus: marketing data, segmentation or revenue attribution, plus APIs, Zapier or Apps Script
This probably isn't for you if
You want to be handed a spec and told what to build
You'd rather stay behind the dashboard than stand up and explain what it means
You've used AI tools a few times but don't use them every day
You're happy reporting the numbers without asking why they moved
How to apply
Apply with your CV and a few lines on one insight you uncovered that changed a decision, and how you presented it. That tells us more than any cover letter.
