How I Upskilled My Way to a Data & Analytics Career

Starting in the contact centre at Equifax might not seem like the obvious path to becoming a data analyst, but Olivia Bosworth from our Auckland office turned it into a launchpad for success. By leveraging the organisation’s learning platform and building strong workplace relationships, Olivia upskilled, explored her passion for data, and transitioned into the Decision Intelligence team. Her story is a testament to the opportunities Equifax provides for growth and impact. Curious how Olivia made it happen? Read the full Q&A to find out. 

Tell us about your journey into Equifax.

After I finished school, I pursued a Bachelor of Science with a major in Statistics while working in customer service. 

As a fresh graduate trying to get an entry-level job in data or analytics, I found the job market a challenge. I broadened my job search to see if I could get something within my working remit – customer service. Equifax had an opportunity available in the contact centre, and after some research on the organisation and finding out it was a data and analytics company, I thought I could be on to a winning combination of my existing experience and interest in data!

After 18 months in the contact centre, learning about the business and products, gaining hands-on experience with the data and upskilling myself through CLIMB (our global learning platform) to elevate my technical ability, I made the move into the Decision Intelligence space as a data analyst. I have now been here for the past three years!

The opportunity to sidestep into an area I was really interested in couldn’t have been made possible without on-the-ground knowledge I obtained in the contact centre, as well as the amazing support network around me locally here in New Zealand and also in Australia.

What do you enjoy the most about your role?

Getting to say that I work with our most valuable core data assets is pretty awesome. I love that every day I can make findings or suggestions that contribute to consumers living their financial best. Data discoveries are one of my favourite parts of the job. Being provided with a problem statement and chipping away at an analysis until a data discovery is made and you have that "Aha!" moment is very rewarding. 

Equifax has numerous opportunities in the data and analytics space, and I feel very fortunate to be a part of the team. Having gained industry experience so early on in my career, I know the opportunities going forward are endless.

What growth opportunities have you encountered at Equifax, and how have they contributed to your development?

We are encouraged to dedicate an hour a week to learning. I picked Friday afternoon for my learning hour. I undertook research on what technical skills are required for analyst roles, like SQL, Tableau, Excel and completed CLIMB courses shared by my mentor.

I have found that the key to growth is also to speak with your manager and work together to integrate growth and development into your work week. My manager connected me with a client services manager who does a lot of data-related reporting. The opportunity to buddy up with a client services manager provided me with the chance to help with some survey responses, create graphs and survey summaries, and also get exposure to reporting, support my development.

Building your personal brand and networking helped you in your career growth - can you share with us how?

Building relationships with people you work with makes your days more enjoyable. As I built workplace relationships and showed an interest in areas I was not typically exposed to within my day-to-day role, natural mentor-mentee relationships were formed. A lot of my mentors were in client-facing roles, so they had a lot of industry exposure. They helped me gain insight into some startups by sharing web links and articles, which we then used as talking points so I could gain some real-life exposure to what is happening within the market. If you show interest, people will want to invest time in you and share their experience and knowledge.

How have you contributed to making a difference in your role?

When I worked as a contact centre team member, I didn’t have the same flexibility to attend office activities as other roles allow. It made connecting with colleagues in a casual setting a larger challenge. As someone who loves to find a solution, I saw this challenge as an opportunity to look for ways to network within the limitations of my role. 

One of the ways was to champion an event. For example, I hosted a pink ribbon breakfast event to raise money for breast cancer, where I was able to create an opportunity to network with colleagues in a casual setting without impacting my role or putting additional pressure on my teammates. Making the most of our volunteer days benefit, I also arranged for a team from our Auckland office to volunteer for Heart Kids at Middlemore Hospital. It was a great way to connect with colleagues outside of the office whilst getting involved in the community. 

If you are in a customer service role and looking for ways to network, I recommend attending internal events whenever you are given a chance. It is a great way to connect with people outside your team. If you are not in customer service, but organise events within the office, think about bringing the events to the customer service teams. This allows them to step away briefly and have a five-minute ‘water cooler chat’ with someone outside of their team.

What advice can you give to someone wanting to grow in their career?

If you aren’t sure where to start, I recommend you talk to your leader about the career journey you want to go down. They can help you gain exposure into areas of particular interest and provide guidance on where to begin. Often, having the initial conversation and taking the first step is the hardest part.

I know it can be tricky to get things going as we are all so busy. Still, I would really encourage anyone to make their own success. Don’t wait around for a training plan to be made for you. Jump on CLIMB and build relationships with people who are in an area that interests you. CLIMB courses are free and remain relevant to the ever-changing job market!

What is one piece of advice you would pass onto someone who is wanting to join Equifax?

Go for it! Gaining experience in the financial services industry is so valuable! Equifax offers such a broad range of products and services – you can gain exposure to so many different areas.

How has the culture at Equifax shaped your experience here? 

I was honestly surprised by the genuine care the individuals have for each other. People want to see you grow and develop, and they’re very open to sharing advice about their experiences.

Working at a big organisation, this isn’t always something you would think would be at the forefront, but the supportive culture has been something I really appreciate and try not to take for granted.

What is one thing that your friends and colleagues at Equifax may not know about you?

If you know me, then you definitely know. I am a big Formula 1 fan! My bucket list experience is to go to one of the races. Maybe the Melbourne GP one day.

Learn more about available opportunities at Equifax.