Opportunity at
WiseLead Data Analyst, Customer Support
Wise is seeking a Lead Data Analyst to partner with its Customer Support organisation in London. This on-site, full-time IC3 position focuses on driving data-informed decisions…
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About This Role
Wise is seeking a Lead Data Analyst to partner with its Customer Support organisation in London. This on-site, full-time IC3 position focuses on driving data-informed decisions that balance customer outcomes, operational costs, and team capacity. The successful candidate will join a wider community of over 150 analysts at Wise, including a Servicing Analytics group of 86 professionals, collaborating on cross-team projects and knowledge sharing. In this capacity, the analyst will…
Job Description
Wise is seeking a Lead Data Analyst to partner with its Customer Support organisation in London. This on-site, full-time IC3 position focuses on driving data-informed decisions that balance customer outcomes, operational costs, and team capacity. The successful candidate will join a wider community of over 150 analysts at Wise, including a Servicing Analytics group of 86 professionals, collaborating on cross-team projects and knowledge sharing.
In this capacity, the analyst will manage key components of the customer support metric tree, evaluate the effects of AI agents, self-service flows, and automation, and perform causal analyses and experiments. Key responsibilities involve tracking metrics such as contact rates, resolution times, CSAT, repeat contacts, and cost per contact, while ensuring these measurements integrate cleanly into overarching Servicing toplines. The role also supports forecasting and capacity planning alongside Workforce Management, and entails developing robust data models and pipelines using SQL and dbt.
This opportunity is well-suited for an analytical professional with strong product thinking, deep comprehension of customer challenges, and the ability to craft compelling, straightforward insights that guide business strategy and operational changes.
Responsibilities
- Partner with senior stakeholders across Customer Support to translate data insights into actionable improvements for customers
- Own core elements of the customer support metric tree including contact rate, first response, resolution, CSAT, repeat contact, and cost per contact
- Support target-setting and performance tracking with Operations and Product leaders
- Measure the impact of AI agents, self-serve tools, and deflection on addressable volume, cost savings, and quality metrics
- Monitor automation quality through calibration and drift tracking for scoring mechanisms
- Collaborate with Workforce Management on capacity planning, forecasting, staffing models, SLA trade-offs, and regional or outsourcing mix
- Build and maintain data models and pipelines using SQL and dbt, and review peer analytical work
Requirements
- Experience working with SQL and constructing data pipelines
- Ability to independently design and implement complex data models
- Strong quantitative background in fields such as statistics, mathematics, physics, engineering, analytics, or computing
- Strong communication skills to explain complex data in simple narratives that drive impact
- Ability to independently structure business problems and prioritize them with stakeholders
- Demonstrated data visualization experience with tools such as Looker, PowerBI, or Tableau
Qualifications
- Experience with dbt
- Background in customer support, customer experience, or operations analytics covering contact demand, workforce management, QA, CSAT, or cost to serve
- Experience applying AI or large language models to analytics or support workflows
- Python proficiency
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and work arrangement for this role?
This is a full-time, on-site role located in London.
What is the compensation for this position?
The source posting does not specify a salary.
What level is this position?
This is an IC3 level role within the Analytics career map and levelling structure at Wise.
What technical skills are required?
Candidates must have experience with SQL, building data pipelines, working with complex data models, quantitative analysis, and data visualization tools like Looker, PowerBI, or Tableau.
Sample Interview Questions
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