Data Analyst 12 month FTC

About us

At GoCardless we believe bank payments are the best way to pay and get paid. We also believe that bank account data is a powerful tool to make better, faster decisions. We’re making it easy to use both- for businesses everywhere.

GoCardless is used for domestic and international payments by 75,000+ organisations and counting, processing more than $30 billion across 30 countries. We’re an award-winning London based fintech, with additional offices in Riga, Paris, Melbourne and New York.

And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, we encourage you to apply!

The role

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 exp