Relay Technologies - Senior Data Analyst - End Customer
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Requirements
• Experience connecting data analysis to strategic and commercial decisions • Able to step back from individual analyses and identify broader patterns - what's a one-off issue vs a systemic problem, which clients need attention before they escalate, where the biggest opportunities sit • Experience with high-volume, repeatable reporting and attention to detail • Experience moving between structured reporting cycles and reactive, ad-hoc requests • Experience presenting data to different audiences, including adapting format and detail for non-technical stakeholders • Experience ensuring analysis is communicated and easy for recipients to act on • Background in identifying issues in data and raising them early • Experience with SQL and BI/data visualisation tools • At least 5 years experience as a data analyst or in a similar role, ideally with some exposure to commercial, client services, or logistics • Experience presenting findings to senior stakeholders or in client-facing settings • A track record of delivering accurate, timely analysis in a client-facing or commercial context • Fast and Focused Hiring Process • Talent Acquisition Interview - 30 min • Technical SQL Interview - 1 hours • Hiring Manager Interview - 45 min • Case Study - 1 hour • Values & Impact Interview - 45 min • Decision and offer within 48 hours. Our process mirrors our pace of work. • Aim with Precision: You define problems clearly and measure your impact meticulously. • Play to Win: You chase bold bets, tackle the hard stuff, and view constraints as fuel, not friction. • 1% Better Every Day: You believe that small, consistent improvements lead to exponential growth. You move quickly, deliver results, and learn from every experience. • All In, All the Time: You show up and step up. You take ownership from start to finish and do what it takes to deliver when it counts. • People-Powered Greatness: You invest in your teammates. You give and receive feedback with care and candour. You build trust through high standards and shared success. • Grow the Whole Pie: You seek out win-win solutions for merchants, couriers, and our customers, because when they thrive, so do we. • If these resonate, and you combine strong technical fundamentals with entrepreneurial drive, let’s connect. • Relay is an equal-opportunity employer committed to diversity, inclusion, and fostering a workplace where everyone thrives.
Responsibilities
• Analyze customer delivery behaviors and preferences to optimize collection rates and safe place adoption. Examine delivery attempt data, customer notifications, and interaction patterns to understand what drives successful handovers versus customer collections. Use experiments and simulations to refine delivery windows, notification timing, and safe place recommendations, reducing courier handover time while improving overall delivery success rates. • Analyse how customers interact with Relay's end customer-facing features across delivery tracking, notification channels, and collection workflows. Run experiments to evaluate the impact of communication timing, delivery option visibility, and interface changes on customer engagement, collection rates, and delivery preferences. Translate these insights into actionable recommendations for product improvements or feature enhancements that can improve end-customer experience. • Collaborate with operations, product, and engineering to identify problems within the End Customer workflows and propose data-driven solutions based on analysis of operational metrics and customer feedback. Work closely with cross-functional squads across routing, sortation, first mile, middle mile, last mile, marketplace, and commercial functions to understand end-customer challenges from a logistics perspective. • Develop predictive models using machine learning algorithms that forecast delivery success rates based on historical data of customer interactions, weather conditions, time of day, courier availability, etc., helping the team anticipate potential issues before they arise and proactively manage resources to maintain high service levels. • Continuously monitor key performance indicators (KPIs) related to end customers such as delivery success rates, safe place adoption percentages, customer notifications response times, collection rate improvements over time, etc., providing regular reports that highlight trends, identify areas for improvement and suggest actionable steps based on data analysis. • Participate in the Relay culture of first principles thinking by challenging assumptions about end customers' behaviors or preferences through rigorous testing and experimentation to ensure decisions are evidence-based rather than relying solely on intuition or past experiences.
Benefits
• Generous equity, richer than 99% of European startups, with annual top-ups to share Relay’s success. • Private health & dental coverage, so comprehensive you’d need to be a partner at a Magic Circle law firm to match it. • 25 days of holidays • Enhanced parental leave. • Hardware of your choice. • Extensive perks (gym subsidies, cycle-to-work, Friday office lunch, covered Uber home and dinner for late nights, and more). • Located in Shoreditch, our office set-up enables the kind of in-person interactions that drive impact. We work 4 days on-site, with 1 day remote.
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