Director of Analytics - Customer Support

About the Position

Director of Analytics - Customer Support

Wise is a global technology company, building the best way to move and manage the world’s money. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

We are looking for a Director of Analytics for Customer Support to lead our analytics team and drive strategic decisions at Wise. You will be responsible for leading all analytics for Wise's customer support operation: CS Ops, CS Product, and WFM and capacity planning.

Responsibilities

• Own the CS metric tree: contact rate → channel → first response → resolution → CSAT / repeat contact → cost per contact. It should roll up cleanly into Servicing's Cost and Convenience toplines.
• Define and govern CS targets: Set and govern CS targets with Ops and Product leadership, so we can show whether targets are being hit, not just set them.
• Impact measurement for AI agents: Own impact measurement for AI agents, self-serve and contact deflection: addressable volume, actual deflection, cost saved, and the effect on CSAT, repeat contact and quality.
• Experimentation and causal inference: Run the experimentation and causal-inference approach for CS. Use A/B tests for customer-facing changes. Use diff-in-diff, RDD or synthetic control for ops rollouts.
• Automation quality: Keep automation quality trustworthy through calibration and drift monitoring on quality scoring.
• Capacity planning and forecasting: Own CS capacity planning and forecasting with WFM: demand forecasts, staffing models, SLA and wait-time trade-offs, and regional and outsourcing mix.
• Trade-off management: Hold the three-way trade-off of customer outcomes, operational cost and team capacity, and make it explicit in every channel and staffing decision.
• Team leadership: Lead, coach and grow the team, and build its first AL2 layer. Set the bar for analytical quality and stakeholder impact.
• Headcount and hiring: Own the CS analytics headcount plan and hiring. Sit on Servicing Analytics leadership and hiring panels.
• Shift analyst time: Shift analyst time from recurring reporting towards decision-driving work, by moving reporting into the metric store and self-serve.

Requirements

• Leadership experience: Significant experience leading analytics teams, ideally including leading other analytics leads or managers. You have a track record of building and developing high-performing teams.
• Strategic and product thinking: Strong strategic and product thinking. You can structure ambiguous business problems with minimal supervision, prioritise with senior stakeholders, and shape direction instead of just answering questions.
• Quantitative background: Strong quantitative background (statistics, mathematics, physics, engineering, computing or a related field). You have hands-on experience with SQL, ideally dbt, and complex data models. You can review and challenge the technical work of your team.
• Experimentation and metrics: Experience with experimentation and causal inference, and with defining metrics and KPI frameworks.
• Communication skills: Excellent communication and influencing skills. You can build persuasive narratives from data for senior and executive audiences and drive real change.
• Data visualization: Experience with data visualisation tools (Looker, Tableau, Power BI, etc.) and strong data storytelling.
• Proactivity: You are proactive, take ownership of your impact on customers, and go beyond the analysis to get things done.

Nice to Have

• Customer support experience: Experience in customer support, customer experience or operations analytics (contact demand, WFM, QA, CSAT, cost-to-serve).
• AI experience: Experience applying AI or LLMs to support or analytics workflows.
• Fintech experience: Fintech or payments experience.

We Offer

• Compensation: GBP 135000 - GBP 190000 yearly
• Full-time position
• Location: United Kingdom

About the Company

Wise is a global technology company, building the best way to move and manage the world’s money. We are people building money without borders - without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We are proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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