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About the Role

Partner with the Customer Support organization to drive data-driven decisions that improve customer outcomes, manage cost to serve, and optimize team capacity. Measure the impact of changes to channels, self-serve flows, and AI agents, acting as a trusted analytical voice for CS Operations, CS Product, and WFM.

Responsibilities

Collaborate with senior stakeholders across Customer Support and communicate insights to drive real change for customers.
Own key areas of the CS metric tree, including contact rate, first response, resolution, CSAT, repeat contact, and cost per contact.
Ensure CS metrics roll up cleanly into Servicing's Cost and Convenience toplines.
Support target-setting and tracking with Ops and Product leaders.
Measure AI agent, self-serve, and deflection impact, estimating addressable volume, actual deflection, cost saved, and effects on CSAT, repeat contact, and quality.
Monitor automation quality and support calibration and drift monitoring for quality scoring.
Support capacity planning and forecasting with WFM, including demand forecasts, staffing models, SLA and wait-time trade-offs, and regional and outsourcing mix.
Make trade-offs explicit by showing the impact on customer outcomes, operational cost, and team capacity in every channel and staffing recommendation.
Build and maintain high-quality data models and pipelines in SQL and dbt.
Review analytical work from colleagues to maintain high standards.

Requirements

Experience with SQL and building data pipelines (dbt experience is preferable).
Confident working with complex data models and able to independently design and implement new models.
Strong quantitative skills.
Strong communication skills and ability to translate business insights into persuasive analytical narratives.
Ability to structure business problems with minimal supervision and prioritize problems collaboratively with stakeholders.
Takes ownership of personal impact on customers.
Proactive approach, going beyond analysis to get things done.
Experience with data visualization tools (Looker, PowerBI, Tableau etc.).
Demonstrates confident storytelling ability with data.
Experience in customer support, customer experience, or operations analytics (contact demand, WFM, QA, CSAT, cost to serve) is a plus.
Experience applying AI or LLMs to support or analytics workflows is a plus.
Python experience is a plus.

Skills

SQL
dbt
Data Modeling
Data Pipelines
Quantitative Analysis
Communication
Data Visualization
Storytelling with Data
Python

Location

Remote

Work Type

Full-time

Experience Level

Lead
IC3

Education Level

Background in statistics, mathematics, physics, engineering, analytics, computing, or any other scientific areas is ideal.

Salary/Compensations

GBP 75000 - GBP 115000

About the Company

Wise is a global technology company building the best way to move and manage the world’s money.
Mission: Money Without Borders.
Focus on minimizing fees and maximizing ease and speed for international money transfers, spending abroad, and payments.
Creating an entirely new network for the world's money.

Equal Opportunity

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.