Operations Data Analyst

Data Analyst - Operations We're seeking an Operational Analyst who is passionate about our mission of Money Without Borders to partner with our operational teams to help drive data-driven decisions that support our fast-growing product through scaling and optimising the team. As an Operational Analyst, you'll spearhead our analytics efforts in our operations teams, who do everything from assisting our customers when they need help, to screening for criminal activity, to verifying customer identities at scale. Most importantly, you'll work closely with your operational leads, product managers, designers, and engineers to transform your insights into real change for our customers and progress our mission! About the Squad: The support squad's mission is to deliver a customer support experience that minimises effort and scales globally. We believe this will help Wise reach mission zero. Your mission: Enhance the impact of your team by aiding them in making the best decisions for our customers, utilizing data analysis. You'll be responsible for: - Assisting operational leadership by providing vital information to evaluate the operational health state of the customer support function - Managing all CS cost, unit economics, and scalability pipelines, reporting and analysis that supports initiatives to reduce our unit cost - Measuring, tracking performance, and optimising opportunities of key strategic initiatives - Overseeing the implementation of the operations KPI tree and operational teams' target setting framework in pipelines and reporting - Providing in-depth analysis on operational metrics while comprehending its corresponding impact on our customers This role will offer the opportunity to: - Contribute to a positive global change. We are fixing a broken, greedy system, and granting people and businesses control over their money - Unlock value from extensive datasets. We have millions of customers, a worldwide set of payment infrastructure, and a complex product that customers use in various ways. There is substantial value yet to be tapped from this data! - Influence the team's direction. Analysts at Wise enable data-driven decisions and have a significant impact by assisting their teams in figuring out what to work on - Learn from a global network of professionals. We have a large, diverse team of analysts, data scientists, and product managers you can collaborate with and learn from A bit about you: - You have over 2 years of experience in analytics - You have a background in operational team analytics including efficiency analysis and experimentation - You have exposure to building data pipelines - You have advanced SQL skills - You are familiar with Python/R - You have experience with data visualisation tools (Looker, PowerBI, Tableau etc.) and can tell stories with data - You are a self-starter comfortable working in highly empowered teams Some extra desirable skills: - Prior experience in the Customer Support domains What we offer: - Starting salary: £55,000 - £75,000 per month - Numerous great benefits in our London office Key benefits: - Hybrid working model - 25 days Paid Annual holiday + 3 Me Days - 15 Sick Days - Mobile Wiser - Work abroad for up to 90 days of the year - 6 weeks of paid sabbatical after 4 years at Wise on top of annual leave Note: Regrettably, we are unable to offer relocation or visa assistance to candidates residing outside the UK Annual Salary: £55,000 - £75,000 GBP We're people without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable, and inclusive. We're proud to have a truly international team, and we celebrate our differences. Every Wise employee should feel that they can be themselves at work. Inclusive teams help us live our values and ensure every member feels respected, empowered to share their contributions towards achieving mission zero, and able to progress in their careers. Having diverse teams that reflect our diverse customer base helps us build a better product. It enables us to be more creative and empathetic to our customers' needs and life experiences, ensuring we leave no one behind on our journey to mission zero. If you want to find out more about what it's like to work at Wise visit Wise.Jobs. Keep up to date with life at Wise by following us on LinkedIn and Instagram.