Summary

This director-level role leads analytics for Wise's customer support operations, product, and workforce management. The role manages a team of around 9 analysts and WFM specialists across London, Tallinn, and Budapest, owning customer support metrics, capacity planning, and measurement of automation and AI.

Responsibilities

• Own customer support metrics and metric definitions
• Measure automation and AI impact on service outcomes
• Design experiments and causal analyses for operational changes
• Manage forecasting and capacity planning with WFM
• Lead and develop around nine analysts and specialists
• Hire analysts and establish the first analytics lead layer
• Shift recurring reports into self-service metrics