Data Analyst - Pitstops

About the role

Relay's Pitstop network is the convenience-store backbone of the operation. Customers drop off and collect parcels at these locations, Middle Mile drivers hand off and pick up, and the whole network depends on independent retailers behaving in ways that make Relay work. They aren't Relay staff. We don't control their attention, their turnover, or what else is happening behind their counter. Every behaviour we need has to be produced through systems, incentives, and the app. The Pitstop squad's job is to build those systems. Today the network runs at around 170k parcels a day, propped up by a small operations team and twelve LiveOps FTE absorbing the day-to-day breakage. The squad's mission is to take the network from 170k to 2M parcels a day without LiveOps scaling linearly with it. That means systematising launch readiness, pitstop performance, pricing structure, and retention so the same number of operators can support a network twelve times the size. As a Data Analyst in the Pitstop squad, you will own the analytics that make all of this measurable. Are launches hitting day-1 quality? Is handover speed improving where new in-app behaviour nudges have rolled out? Which pitstops are heading for churn and why? What's actually driving LiveOps ticket load, and which interventions are removing it? You'll build the monitoring layer the squad relies on, run the cost and performance investigations that shape what gets built next, and become the squad's source of truth on what's working. Relay operates a centralised data team of around 30 data engineers, analysts, and data scientists, with analysts embedded into squads across the business. You will sit in the Pitstop squad, working day-to-day with operations, sales, engineering, design, and research. You will report into the centralised data team and be line managed by the Lead Data Analyst for Middle Mile, Pitstops & Sortation.

Responsibilities

• Own the Pitstop squad's five outcome metrics: Launch Velocity, Handover Speed, Handover Accuracy, Pitstop Retention, and Indirect Cost per Parcel. Build the monitoring around them, investigate movement, and translate the numbers into next actions for the squad.
• Run the analytics behind pitstop performance and pricing: which behaviours move handover speed, how commercial tiers and clawbacks are landing, which pitstops are systematically under- or over-performing, and what the in-app nudges are actually changing on the counter.
• Quantify the impact of squad initiatives in cost terms: how much LiveOps load did this self-serve flow remove, how much Middle Mile driver time did this handover prompt unlock, and what is the CPP impact of retention work on mature pitstops.
• Build launch readiness analytics: cohort ramp curves, time-to-maturity, where new pitstops break in week one, and how the launch playbook should evolve as volume grows.
• Build the retention layer: a health score for pitstops, at-risk alerting, churn diagnosis triaged by cause, and the feedback loop back into acquisition and onboarding.
• Investigate LiveOps ticket load by category and reason. Quantify what each ticket type costs, where the volume is concentrated, and which pillars should systematise it next.
• Define KPIs and build dashboards that make Pitstop performance transparent to the squad, to operations, and to leadership.
• Maintain and extend the squad's dbt models and data pipelines that underpin the monitoring layer.
• Who Will Thrive in This Role?
• You want to understand how an operation actually works, not analyse it from a distance. Pitstops are messy, varied, and behaviour-driven. The best work comes from people who can sit with operators, watch handovers happen, and translate what they see into measurable signals.
• You're excited by cost and behaviour problems. Where is LiveOps spending time, what's driving handover friction, and where are systems failing in ways the data ca

Benefits

Additional Information

Relay is fundamentally reshaping how goods move in an online era. Backed by Europe's largest-ever logistics Series A ($35M), led by deep-tech investors Plural (whose portfolio spans fusion energy and space exploration), Relay is scaling faster than 99.98% of venture-backed startups. We're assembling the most talent-dense team the logistics industry has ever seen Relay's Mission is to free commerce from friction . Today, high delivery costs act as a hidden tax on e-commerce, quietly shaping what can be sold online and limiting who can participate. We envision a world where more goods move more freely between more people , making the online shopping experience seamless and accessible to everyone. THE TEAM - ~110 people , more than half in engineering, product and data - 45+ advanced degrees across computer science, mathematics and operations research - Thousands of data points captured, calculated, analysed and predicted for every single parcel we handle - An intellectually vibrant culture of first‑principles thinking , tight feedback loops and relentless experimentation

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