Summary

This lead data analyst role is an individual-contributor position supporting customer operations through capacity planning, forecasting, data pipelines, predictive modelling, and causal analysis. The role partners with operational, workforce management, quality, training, and knowledge teams to improve servicing outcomes and scale operational practices.

Responsibilities

• Build capacity planning and forecasting models
• Own reliable data pipelines for servicing interventions
• Develop predictive and causal analysis models
• Analyse operational health, costs, and quality metrics
• Track strategic initiative performance and optimisation opportunities
• Implement operations kpis and target-setting frameworks
• Standardise forecasting, scheduling, and real-time processes