Senior Data Analyst - Customer Experience

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.

More about our mission and what we offer.

Job Description

We’re looking for an Senior Operations Analyst who is passionate about our mission of Money Without Borders to partner with our operational teams to help drive data-driven decisions that would support our fast-growing product through scaling and optimising the team.

As an Operational Analyst, you'll be driving our analytics efforts in our operations teams, who do everything from support our customers when they need help, to screening for criminal activity, to verifying customer identities at scale. 

Most importantly, you’ll collaborate closely with your operational leads, BI specialists, team leads to bring your insights into real change for our customers and help drive our mission! 

About the Squad:

The support squad’s mission - To deliver a customer support experience that minimises effort and scales globally. We believe this will help Wise get to mission zero. 

You’ll own the challenge of:

• Take ownership of all data and analytics assets within your domain and be the team's go-to expert for all analytics-related matters.

• Implementing the KPI tree and product teams target setting framework in pipelines and reporting.

• Working on providing in-depth analysis on operational metrics while understanding corresponding impact on our customers.

• Monitor and track the performance of key strategic initiatives, capitalising on optimisation opportunities to enhance operational outcomes.

• Supporting the operational leadership by providing critical information to assess the health state of the customer support function.

• Collaborate closely with various stakeholders to standardise processes on real-time operations and promoting continuous improvement and strategic alignment.
  

This role will give you the opportunity to: 

• Be part of a positive change in the world. We’re fixing a broken, greedy system, and putting people and businesses in control of their money

• Create value from extensive datasets. We have millions of customers, a global set of payment infrastructure and a complex product that customers can use in different ways. There is a tonne of value left to unlock from this data!

• Influence the team’s direction. Analysts at Wise enable data-driven decision making and have a large impact by helping their teams to decide what to work on.

• Learn from a global network of professionals. We have a large, diverse team of analysts, data scientists and product managers that you will work with and learn from.

Qualifications

A bit about you: 

• You have 2+ years of experience in analytics

• You have a background working with operational team analytics including target setting and tracking performance merics.

• You have experience with building data pipelines.

• You have advanced SQL skills 

• You have experience working with Python/R.

• You have strong Excel/Google sheet skills

• You have experience with data visualisation tools (Looker, PowerBI, Tableau etc.) and demonstrate storytelling ability with data

• You’re a self-starter who is comfortable working in highly empowered teams

Some extra skills that are great (but not essential): 

• Prior experience in the Customer Experience or Customer Journey domains

Additional Information

What do we offer: 

• Starting salary: £60,000 - £75,000

• 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

For everyone, everywhere. We're people building money 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.
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 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.