Director of Analytics Customer Support

Customer Support is the largest customer-facing area in Servicing. It is also where cost to serve AI and automation and the alignment between Operations and Product meet. Were looking for a Head of Customer Service Analytics who is passionate about our mission of Money Without Borders. You will lead all analytics for Wises customer support operation: CS Ops CS Product and WFM and capacity planning.

Youll be accountable for the CS metric tree and for measuring the impact of automation and AI. Youll also build a team that improves CS cost and customer outcomes together rather than trading one off against the other. Analytics at Wise is a core leadership engine not a service desk. Youll be a strategic peer to CS Operations and CS Product leadership. Youll co-author OKRs broker trade-offs between Ops and Product and be the analytical voice in the room.

Youll lead a team of around 9 analysts and WFM specialists across London Tallinn and Budapest and build its first layer of analytics leads (AL2). Youll sit within the Ops & Mitigation analytics leadership group as part of the 86-strong Servicing Analytics community and a wider community of 150 analysts at Wise.

This is an AL3 role. For more information on our Analytics Career Map and levelling structure click here.

WHAT YOULL BE DOING

• Own the CS metric tree: contact rate channel first response resolution CSAT / repeat contact cost per contact. It should roll up cleanly into Servicings Cost and Convenience toplines.

• Make sure every CS metric has one definition and one owner in the metric store and retire conflicting legacy dashboards.

• Set and govern CS targets with Ops and Product leadership so we can show whether targets are being hit not just set them.

• 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.

• 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.

• Keep automation quality trustworthy through calibration and drift monitoring on quality scoring.

• Own CS capacity planning and forecasting with WFM: demand forecasts staffing models SLA and wait-time trade-offs and regional and outsourcing mix.

• Hold the three-way trade-off of customer outcomes operational cost and team capacity and make it explicit in every channel and staffing decision.

• Lead coach and grow the team and build its first AL2 layer. Set the bar for analytical quality and stakeholder impact.

• Own the CS analytics headcount plan and hiring. Sit on Servicing Analytics leadership and hiring panels.

• Shift analyst time from recurring reporting towards decision-driving work by moving reporting into the metric store and self-serve.

Qualifications :

• 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.

• 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.

• 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.

• Experience with experimentation and causal inference and with defining metrics and KPI frameworks.

• Excellent communication and influencing skills. You can build persuasive narratives from data for senior and executive audiences and drive real change.

• Experience with data visualisation tools (Looker Tableau Power BI etc.) and strong data storytelling.

• You are proactive take ownership of your impact on customers and go beyond the analysis to get things done.

NICE TO HAVE BUT NOT ESSENTIAL

• Experience in customer support customer experience or operations analytics (contact demand WFM QA CSAT cost-to-serve).

• Experience applying AI or LLMs to support or analytics workflows.

• Fintech or payments experience.

Additional Information :

For everyone everywhere. 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 its like to work at Wise visit .

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

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 .

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

Remote Work :

No

Employment Type :

Full-time