Ops Capacity & Resourcing Analyst

The Challenge

Chronic lifestyle diseases like type 2 diabetes cost the UK 9 billion a yearroughly 10% of the NHS budget. Whats more striking is that many of these conditions are preventable through long-term behaviour change.

Thats where Second Nature comes in.

About Us

Second Nature is a digital health company on a mission to eradicate the global epidemic of lifestyle-driven chronic conditions. Our evidence-based programme combines behavioural science psychology technology and human coaching to help people lead healthier lives.

Weve already helped over 250000 people change their habits for good and were just getting started.

• Rated Excellent on Trustpilot by over 7000 members
• Backed by the NHS and Vitality Health
• A leading provider of GLP-1 medication-assisted weight loss programmes
• One of five NICE-approved providers to support NHS rollout of GLP-1 services
• Profitable and scaling fast
• Our team members stay with us for an average of 4.3 years

The Role

Were looking for a data-savvy Ops Capacity & Resourcing Analyst to bring structure visibility and insight to our operations. This is a critical role at the intersection of data people and service delivery.

Youll forecast resourcing needs across our Health Coaching Customer Support and Call teams build scalable systems that replace manual processes and deliver insights that shape strategic decisions. From day-to-day dashboards to long-term scenario planning your work will directly improve service quality operational efficiency and business sustainability.

What Youll Do

Capacity Planning & Forecasting
Model future staffing needs across Health Coaching CS Core and Calls teams. Collaborate with People and Finance on hiring rotas and onboarding. Track forecast accuracy and refine over time.

Systems & Tooling
Develop a centralised scalable approach to resourcingreplacing spreadsheets with dashboards and streamlined workflows. Standardise processes like shift planning and coaching coverage.

Operational Reporting
Create dashboards and write SQL queries to track occupancy engagement and delivery. Provide monthly and quarterly performance reporting to senior stakeholders.

Cost & Strategic Insights
Analyse cost-to-serve across programme types with Finance. Surface operational inefficiencies and support strategic decisions through scenario modelling and contingency planning.

Campaign & Call Support
Support dynamic call campaigns from onboarding nudges to re-engagement. Enable A/B testing and performance tracking without relying on engineering input.

Real-Time Monitoring & Enablement
Implement in-day monitoring tools and set alert thresholds for unexpected changes. Document and train teams on planning tools and processes to ensure smooth adoption.

What Were Looking For

• Strong analytical and problem-solving mindset
• Experience with SQL and data querying
• Advanced Google Sheets or Excel skills; BI tools (e.g. Looker Tableau Metabase) a plus
• Experience in workforce planning capacity modelling or operational analytics
• A service mindset with strong communication skills and attention to detail
• Comfortable working cross-functionally with People Product Finance and Ops teams
• Self-starter whos not afraid to get hands-on and iterate fast

Why This Role Matters

• Youll create smarter systems that make data accessible to every manager
• Youll reduce operational risk while increasing service quality
• Youll empower teams to plan ahead instead of reacting to surprises
• Youll help us scale our impact without scaling inefficiencies

What We Offer

• Competitive salary with bi-annual performance reviews
• Share options in a growing profitable health-tech company
• 25 days holiday plus national holidays
• Hybrid working: 12 days/week in our London office
• Remote flexibility: work from abroad up to 4 weeks at a time (within 2-hour UK time zone)
• 200/year professional development budget plus extra for role-specific training
• Salary Sacrifice and Cycle to Work schemes
• Quarterly in-person socials and company meet-ups
• A friendly mission-driven team where your work really matters

Required Experience:

IC