Teams at Zip Co

Manage external dispute resolution complaints and privacy requests for Zip across Australia and New Zealand. Investigate complex customer matters, prepare submissions to AFCA and similar bodies, coordinate case workflows, analyze complaint trends, identify systemic risks, and report insights to governance forums. The role partners with Customer Service, Credit, Fraud, Product, and Compliance teams to improve processes, controls, customer outcomes, and dispute-resolution capabilities.

Manage external dispute resolution complaints and privacy requests, preparing submissions, coordinating workflows, and ensuring fair, timely regulatory outcomes. Analyze complaint trends to identify systemic risks and control gaps, provide governance reporting, improve dispute resolution processes, and collaborate with Customer Service, Credit, Fraud, Product, and external bodies. Support quality assurance, training, stakeholder engagement, and the thoughtful use of automation and AI tools.

Lead the design, development, and deployment of machine learning and agentic AI solutions. Apply advanced analytics, experimentation, statistical modeling, Python, and SQL to solve customer and business problems. Partner with Product, Engineering, and business teams to move ideas from experimentation into production, while communicating insights and mentoring others.