Senior Director of Analytics Servicing

Were looking for an Analytics Director to accelerate Servicing Analytics from a primarily reactive partner to a strategic outcome-driving function.

Youll shape the big rock agenda for our Operations and Mitigation squads (FinCrime KYC Central Ops CS Onboarding) represent analytics at the Product Engineering leadership table and scale a high-performing team through a period of significant growth.

This is a hands-on role where youll manage three teams across:
- Customer Support Analytics
- FinCrime KYC and Central Ops Analytics
- Onboarding Analytics

Were looking for a leader who balances people product systems and operations thinkingand who can turn data into direction months ahead of the curve.

What youll do:

Drive strategic analytics by:

• Shifting the function from reactive reporting to proactive strategic insight and decision support
• Owning the analytics narrative and actions in Monthly and Quarterly Business Reviews; ensure we drive sharp measurable outcomes
• Building a culture of deeper analytical dives clear problem-framing and robust experimentation

Partner across Product Engineering and Operations to:

• Represent analytics on the Product Engineering leadership team; partner closely with engineering leaders (e.g. system design data as a product instrumentation) to make analytics a first-class citizen
• Help architect a more scalable defect-free onboarding experience; guide automation at scale A/B testing strategy and Pareto-driven cost and quality improvements
• Work with Ops leaders on upstream resolution for contacts and complaints and on the right mix of regional vs. global processes

Own the big operational questions:

• Define and measure granular SLAs that reflect customer impact
• Strengthen end-to-end forecasting capacity and productivity modeling
• Improve vendor performance management and accountability
• Identify and prioritise automation opportunities tied to clear business value

Build and scale the organisation:

• Help hire and onboard 20 new team members as we migrate BI and expand Analytics; maintaining a consistently high hiring bar
• Put in place scalable performance coaching and prioritisation practices for a larger multi-team analytics organisation
• Coach leads through growth challenges role changes andwhen neededperformance management with clarity and care
• Establish consistent stewardship of our data assets and analytics platforms

Act as a wider Servicing leader:

• Be a trusted deputy for the Head of Servicing Analytics; ensure the org runs smoothly in their absence and as scope grows to 80 across Analytics (excluding DS and Analytics Engineering).

What success looks like in the first year:

• A clear prioritised big rocks roadmap with measurable wins across SLAs forecasting accuracy vendor performance automation throughput and onboarding scalability
• Sharper MBR/QBR decision-making and outcomes driven by analytics
• A resilient org design with a strong leadership bench 20 high-quality hires onboarded and consistent performance practices
• Analytics embedded in system design; reliable well-governed data assets; a proactive insights program that shapes 6 month direction

Why join

• A culture of supportive attainment: high performance paired with genuine care for the people who make it happen
• Freedom to shape strategy organisation and systemswhile holding a high bar for data products analytics quality and business impact

Qualifications :

• Ideally you will have experience working in a high-growth technology organisation
• Proven experience managing leaders in analytics or adjacent data functions
• A track record of setting organisational direction and delivering outcomes on 6 month horizons
• Exceptional communication and stakeholder influence across Operations Product and Engineering
• Demonstrated ability to move a function from reactive to proactive insights and decision support
• Ownership of analytics data infrastructure and strong familiarity with data-as-a-product principles; comfortable in system design conversations with engineering
• Strength in balancing multi-objective operational trade-offs (e.g. SLAs cost productivity quality)

Nice to have:

• Experience partnering with or leading ML-adjacent teams
• Experience building 01 teams across multiple geographies

Additional Information :

Leading at Wise

Our 4D leadership framework defined by four key attributes captures what it means to be an impactful leader at Wise. Our unique culture gives teams and individuals the autonomy to make impactful decisions for our customers. Leaders empower their teams to deliver this impact and champion our culture.

• Design: Our leaders design the strategic direction empowering their teams to operate autonomously and make data-driven decisions that directly benefit our customers.

• Drive: They drive a high-performing culture by acting as a coach nurturing an environment of continuous development and growth.

• Develop: Leaders actively develop resilience and emotional intelligence to lead authentically and by example.

• Disrupt: They disrupt the status quo by championing change and innovation constantly seeking new ways to achieve our mission.

For everyone everywhere. Were people building money without borders  without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

Were 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 its like to work at Wise visit .

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Remote Work :

No

Employment Type :

Full-time