Description
We are seeking a Lead Data Analyst to join our Customer Support team at Wise. As a Lead Data Analyst, you will partner with our Customer Support organisation to drive data-driven decisions that improve customer outcomes while managing cost to serve and team capacity.
You will own key parts of the customer support metric tree, measure the impact of automation and AI, and run experiments and causal analyses that show what really changed. You will also help ensure the team's metrics are defined once, owned clearly, and trusted by everyone who uses them.
Responsibilities:
- Collaborate with senior stakeholders across Customer Support and effectively communicate your insights into real change for our customers.
- Own key areas of the CS metric tree, such as contact rate, first response, resolution, CSAT, repeat contact, and cost per contact.
- Support target-setting and tracking with Ops and Product leaders.
- Measure AI agent, self-serve, and deflection impact.
- Monitor automation quality and support calibration and drift monitoring.
- Support capacity planning and forecasting with WFM.
- Build and maintain high-quality data models and pipelines in SQL and dbt.
Qualifications:
- Experience with SQL and building data pipelines (dbt experience is preferable).
- Strong quantitative skills, ideally with a background in statistics, mathematics, physics, engineering, analytics, or computing.
- Strong communication skills and ability to translate business insights into persuasive analytical narratives.
- Ability to structure business problems with minimal supervision and prioritise problems collaboratively with stakeholders.
- Proactive and able to get things done.
- Experience with data visualisation tools (Looker, PowerBI, Tableau, etc.).
Nice to Have:
- Experience in customer support, customer experience, or operations analytics.
- Experience applying AI or LLMs to support or analytics workflows.
- Python