Description
Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.
As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere.
We're looking for a Director of Analytics - Customer Support who is passionate about our mission of Money Without Borders. You will lead all analytics for Wise's customer support operation: CS Ops, CS Product, and WFM and capacity planning.
Responsibilities
- Own the CS metric tree: contact rate → channel → first response → resolution → CSAT / repeat contact → cost per contact.
- Make sure every CS metric has one definition and one owner in the metric store, and retire conflicting legacy dashboards.
- Set and govern CS targets with Ops and Product leadership, so we can show whether targets are being hit, not just set them.
- Own impact measurement for AI agents, self-serve and contact deflection: addressable volume, actual deflection, cost saved, and the effect on CSAT, repeat contact and quality.
- Run the experimentation and causal-inference approach for CS.
- Keep automation quality trustworthy through calibration and drift monitoring on quality scoring.
- Own CS capacity planning and forecasting with WFM: demand forecasts, staffing models, SLA and wait-time trade-offs, and regional and outsourcing mix.
- Hold the three-way trade-off of customer outcomes, operational cost and team capacity, and make it explicit in every channel and staffing decision.
- Lead, coach and grow the team, and build its first layer of analytics leads (AL2).
- Own the CS analytics headcount plan and hiring.
Qualifications
- Significant experience leading analytics teams, ideally including leading other analytics leads or managers.
- Strong strategic and product thinking.
- Strong quantitative background (statistics, mathematics, physics, engineering, computing or a related field).
- Experience with experimentation and causal inference, and with defining metrics and KPI frameworks.
- Excellent communication and influencing skills.
- Experience with data visualisation tools (Looker, Tableau, Power BI, etc.) and strong data storytelling.
Nice to Have but Not Essential
- Experience in customer support, customer experience or operations analytics (contact demand, WFM, QA, CSAT, cost-to-serve).
- Experience applying AI or LLMs to support or analytics workflows.
- Fintech or payments experience.
Additional Information
We are people building money without borders , without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.