Lead Data Analyst - Total Service Operations

Salary: £66,000 - 106,000 per year

Requirements:

• Ideally, we have a background in statistics, maths, physics, engineering, economics, or another scientific field, and we use first-principles thinking to break down complex operational problems.
• We have a strong statistical mindset and understand distributions, variance, significance, and how to separate signal from noise in real-world operational data.
• We have 4+ years of experience in analytics and a demonstrated ability to solve complex problems with a strategic mindset.
• We have experience in operational team analytics, including capacity planning, forecasting, efficiency analysis, quality assurance, predictive analytics, and experimentation.
• We have experience working with complex data models in SQL, and analysing data using advanced SQL/Python/R.
• We can tell a story with data and proactively guide strategy based on insights.
• We have experience with data visualisation tools such as Looker, PowerBI, or Tableau.
• We have a bias to action and identify what needs to be done and make it happen.
• Nice to have: prior experience in operations domains.
• Nice to have: experience working with a WFM or Quality team.
• Nice to have: experience working with WFM systems.
• Nice to have: experience with forecasting techniques such as ARIMA, Holt-Winters, and other time series analysis methods.

Responsibilities:

• We partner with operational teams to drive data-driven decisions that support our fast-growing product through scaling and team optimisation.
• We drive analytics within a dedicated customer operations model to improve how complex and time-sensitive customer issues are resolved.
• We scale what works across our wider Operations teams.
• We collaborate closely with operational leads, workforce management, quality, training, and knowledge management to turn insights into real change for our customers.
• We build and refine analytical models for strategic capacity planning.
• We own forecasting efforts to align with business growth and operational demands.
• We own data pipelines to maintain and improve data flow, ensuring reliability and accuracy.
• We develop and implement robust models to predict outcomes and perform cause-and-effect analysis.
• We apply causal inference and quasi-experimental methods to evaluate the true impact of servicing interventions.
• We provide critical insights to assess the operational health of the Total Services function.
• We conduct in-depth cost analysis and detailed analysis of operational metrics, including quality, to understand impacts on customer experiences.
• We monitor and track the performance of key strategic initiatives and identify optimisation opportunities.
• We lead the development and implementation of the operations KPI tree and target-setting framework.
• We collaborate with stakeholders to standardise processes across forecasting, scheduling, and real-time operations.

Technologies:

• Flow
• Support
• Looker
• Network
• Python
• SQL
• Tableau
• Snowflake

More:

Wise is a global technology company on a mission to make money movement easier, faster, and cheaper for people and businesses everywhere. We are building a new network for the worlds money and offer an international, inclusive environment where teams are diverse, equitable, and collaborative. This Lead Data Analyst role is an IC3 position within our Analytics career map and sits within our operations-focused analytics work, with opportunities to contribute to meaningful change for customers across a fast-growing financial services business.

last updated 34 week of 2026