Overview
We're looking for a Senior Analytics Manager to lead our growing Complaints & Quality Analytics function. This team will be crucial in helping us deeply understand what drives customer complaints and how we can significantly elevate our service quality across the board. This is a chance to have a massive impact from day one, transforming how we leverage data to improve customer experience and operational efficiency. You'll need to roll up your sleeves and get stuck into the data yourself, alongside guiding the strategic direction.
This will be a high-impact role with exposure to our Operations leadership teams, as well as leads across Product, Engineering, and Compliance. You'll work collaboratively to craft strategies and analytical executions for new initiatives – from identifying opportunities to reduce customer pain points, right through to measuring the outcome of improvements. You'll get a unique opportunity to work with rich datasets covering millions of customer interactions, uncover crucial insights, and build tools that help our teams optimise customer relationships and service delivery.
This is an AL2 role. For more information on our Analytics Career Map and levelling structure, click here.
Here’s How You’ll Be Contributing
You will own the Complaints & Quality Analytics workstream.
* Analytics Ownership: Insights & Strategy Definition: Own the analytical narrative for "Why Customers Complain" and "How We Ensure Quality." You'll partner with leadership in relevant departments to define the strategic direction for complaint reduction and quality improvement based on your deep analysis of product and customer data, delivering key findings and actionable recommendations to leadership. You'll dive deep into complex datasets to unearth crucial details.
* Strategic Prevention & Improvement: Identify and implement opportunities to prevent complaints and enhance quality. Your role for quality will be strategic; you'll work closely with the Head of Quality to align on frameworks to support vertical teams measure the outcomes of their day-to-day quality initiatives. You'll also pinpoint and help implement solutions to unblock and accelerate progress on key initiatives.
* Operational Optimisation & Enablement: Work with Operations leads to discover and execute initiatives that reduce complaints, optimise resolution processes, and enhance operational efficiency (e.g., agent coverage, forecasting, workflow automation). This includes building automated data pipelines and BI tools to minimise repetitive tasks and enable data self-serve. For complaints, you'll also ensure that data required for regulatory reporting is accurate and readily available, supporting compliance and internal decision-making.
* KPI Definition & Communication: Define and track key performance indicators (KPIs) for complaints and quality. Communicate progress effectively, from concise written updates (e.g., in Slack) to comprehensive presentations for wider company planning sessions.
Leadership
* Build Analytics Capability: Support and develop the Complaints & Quality Analytics function, with direct management responsibility for a small team.
* Coach & Mentor: Develop direct reports through mentorship, coaching, and structured development planning, fostering high performance and a culture of continuous learning.
* Influence Analytics Strategy: Contribute to the overall analytics strategy at Wise, ensuring complaints and quality insights are discoverable, leveraged, and integrated across the business.
Partnership
* Collaborate & Influence: Work closely with Operations leadership (and other relevant senior leaders) to understand performance drivers, facilitate reviews, and influence strategy. You'll lead and coordinate cross-team projects with analysts and other functions (e.g., Product, Operations, Customer Support, FinCrime/KYC) to achieve our complaints and quality objectives.
* Cross-Functional Engagement: Partner with other analytics teams (e.g., Product, Regional) to understand how broader factors influence customer behaviour and contribute to complaints. Collaborate directly with Product, Engineering, Legal, and Compliance to embed insights and drive preventative measures.
* Champion Complaints & Quality: Represent how effective complaints handling and high-quality service contribute to Wise's wider performance and trust, leveraging analytical insights from other teams to strengthen this perspective.
Qualifications
What you'll bring:
* Technical Skills: 7+ years experience in analytical roles with strong data analysis skills (SQL & Python). Experience delivering high quality data and self-serve analytics using tools like Airflow, dbt and Looker.
* Team Management: 2+ years experience developing and leading analysts. Performing detailed performance reviews, providing constructive feedback to identify and nurture strengths and address development areas
* Ownership: Previous experience developing & implementing strategy. You enjoy working independently in a fast-paced environment: Identifying impactful opportunities and making them happen, triage requests by impact and you know when and how to adapt analysis scope to achieve 80/20 results.
* Influence: Strong stakeholder management skills - you are collaborative, you know how to influence and when to say yes or no to maximise impact. You have a bias to action - you identify what needs to be done and make it happen.
Additional Information
For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.
We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.
If you want to find out more about what it's like to work at Wise visit Wise.Jobs.
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Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Research, Analyst, and Information Technology
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