Description
As a Director of Analytics - Customer Support at Wise, you will lead all analytics for Wise's customer support operation, including CS Ops, CS Product, and WFM and capacity planning.
You will be accountable for the CS metric tree and for measuring the impact of automation and AI. You will also build a team that improves CS cost and customer outcomes together.
Your responsibilities will include:
- Owning the CS metric tree, including contact rate, channel, first response, resolution, CSAT, repeat contact, and cost per contact
- Ensuring every CS metric has one definition and one owner in the metric store
- Setting and governing CS targets with Ops and Product leadership
- Measuring the impact of AI agents, self-serve, and contact deflection
- Running experiments and causal-inference approaches for CS
- Leading, coaching, and growing a team of around 9 analysts and WFM specialists
You will need to have significant experience leading analytics teams, strong strategic and product thinking, and a strong quantitative background.
The ideal candidate will also have experience with experimentation and causal inference, data visualisation tools, and excellent communication and influencing skills.
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