Opportunity at
WiseDirector of Analytics - Customer Support
Wise is seeking a Director of Analytics for Customer Support to lead all analytical functions for its customer service operations, including CS Ops, CS Product, WFM,…
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About This Role
Wise is seeking a Director of Analytics for Customer Support to lead all analytical functions for its customer service operations, including CS Ops, CS Product, WFM, and capacity planning. This full-time position is based on-site in London and designated as an AL3 level role. The person in this role will manage a team of approximately nine analysts and workforce management specialists located across London, Tallinn, and Budapest, while also establishing…
Job Description
Wise is seeking a Director of Analytics for Customer Support to lead all analytical functions for its customer service operations, including CS Ops, CS Product, WFM, and capacity planning. This full-time position is based on-site in London and designated as an AL3 level role.
The person in this role will manage a team of approximately nine analysts and workforce management specialists located across London, Tallinn, and Budapest, while also establishing the initial layer of analytics leads. Working as a strategic peer to the CS Operations and CS Product leadership teams, the incoming director will co-create objectives, balance trade-offs, and serve as the primary analytical voice.
This opportunity is well-suited for an analytics leader who possesses a strong quantitative background, experience in leading other leaders or managers, and a track record of driving operational and product strategies through data. The role focuses on optimizing customer support costs, evaluating the impact of artificial intelligence and automation, establishing clear metric definitions, and shifting analyst efforts away from routine reporting toward impactful, decision-driving initiatives.
Responsibilities
- Manage the customer support metric tree encompassing contact rates, channels, first response times, resolutions, CSAT, repeat contacts, and cost per contact.
- Establish and govern standardized metric definitions and targets alongside operations and product leadership.
- Measure the operational and financial impact of AI agents, self-service tools, and contact deflection.
- Design and execute experimentation and causal-inference methodologies for customer support initiatives.
- Partner with workforce management to handle demand forecasting, staffing models, service level agreements, wait times, and regional outsourcing mixes.
- Lead, coach, and expand a team of analysts and workforce specialists while building a new tier of analytics leads.
- Manage headcount planning, recruitment, and participate in servicing analytics leadership panels.
Requirements
- Significant prior experience leading analytics teams, which should include managing other analytics leads or managers.
- Quantitative academic background in a field such as statistics, mathematics, physics, engineering, or computing.
- Hands-on technical proficiency with SQL, dbt, and complex data models.
- Demonstrated experience with experimentation, causal inference, and defining performance metrics frameworks.
- Advanced communication and influencing skills to present data narratives to senior leadership.
Qualifications
- Prior background working in customer support, customer experience, or operations analytics covering areas like contact demand, workforce management, quality assurance, or cost-to-serve.
- Previous experience applying artificial intelligence or large language models to support operations or analytical workflows.
- Background in the fintech or payments industry.
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job located?
This full-time position is located on-site in London.
What is the employment type?
The position is a full-time role.
What is the salary for this position?
The source posting does not specify the salary.
How many direct reports or team members will this role manage?
The director will lead a team of approximately nine analysts and WFM specialists spread across London, Tallinn, and Budapest.
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