Director of Analytics - Customer Support

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

• Customer Support is the largest customer-facing area in Servicing.
• It is also where cost to serve, AI and automation, and the alignment between Operations and Product meet.
• We're looking for a Head of Customer Service Analytics who is passionate about our mission of Money Without Borders.
• You will lead all analytics for Wise's customer support operation: CS Ops, CS Product, and WFM and capacity planning.
• You'll be accountable for the CS metric tree and for measuring the impact of automation and AI.
• You'll also build a team that improves CS cost and customer outcomes together, rather than trading one off against the other.
• Analytics at Wise is a core leadership engine, not a service desk.
• You'll be a strategic peer to CS Operations and CS Product leadership.
• You'll co-author OKRs, broker trade-offs between Ops and Product, and be the analytical voice in the room.

You'll lead a team of around 9 analysts and WFM specialists across London, Tallinn and Budapest, and build its first layer of analytics leads (AL2). You'll sit within the Ops & Mitigation analytics leadership group, as part of the 86-strong Servicing Analytics community and a wider community of 150+ analysts at Wise.

This is an AL3 role. For more information on our Analytics Career Map and levelling structure, click here.

WHAT YOU'LL BE DOING

• Own the CS metric tree: contact rate → channel → first response → resolution → CSAT / repeat contact → cost per contact. It should roll up cleanly into Servicing's Cost and Convenience toplines.
• Make sure every CS metric has one definition and one owner in the metric store, and retire conflicting legacy dashboards.
• Set and govern CS targets with Ops and Product leadership, so we can show whether targets are being hit, not just set them.
• Own impact measurement for AI agents, self-serve and contact deflection: addressable volume, actual deflection, cost saved, and the effect on CSAT, repeat contact and quality.
• Run the experimentation and causal-inference approach for CS. Use A/B tests for customer-facing changes. Use diff-in-diff, RDD or synthetic control for ops rollouts.
• Keep automation quality trustworthy through calibration and drift monitoring on quality scoring.
• Own CS capacity planning and forecasting with WFM: demand forecasts, staffing models, SLA and wait-time trade-offs, and regional and outsourcing mix.
• Hold the three-way trade-off of customer outcomes, operational cost and team capacity, and make it explicit in every channel and staffing decision.
• Lead, coach and grow the team, and build its first AL2 layer. Set the bar for analytical quality and stakeholder impact.
• Own the CS analytics headcount plan and hiring. Sit on Servicing Analytics leadership and hiring panels.
• Shift analyst time from recurring reporting towards decision-driving work, by moving reporting into the metric store and self-serve.

Qualifications

• Significant experience leading analytics teams, ideally including leading other analytics leads or managers. You have a track record of building and developing high-performing teams.
• Strong strategic and product thinking. You can structure ambiguous business problems with minimal supervision, prioritise with senior stakeholders, and shape direction instead of just answering questions.
• Strong quantitative background (statistics, mathematics, physics, engineering, computing or a related field). You have hands-on experience with SQL, ideally dbt, and complex data models. You can review and challenge the technical work of your team.
• Experience with experimentation and causal inference, and with defining metrics and KPI frameworks.
• Excellent communication and influencing skills. You can build persuasive narratives from data for senior and executive audiences and drive real change.
• Experience with data visualisation tools (Looker, Tableau, Power BI, etc.) and strong data storytelling.
• You are proactive, take ownership of your impact on customers, and go beyond the analysis to get things done.

NICE TO HAVE

BUT NOT ESSENTIAL

• Experience in customer support, customer experience or operations analytics (contact demand, WFM, QA, CSAT, cost-to-serve).
• Experience applying AI or LLMs to support or analytics workflows.
• Fintech or payments experience.

Additional Information

For everyone, everywhere. We are people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

• We are 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 .

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 .