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Senior Director of Analytics - OperationsmyGwork - LGBTQ+ Business Community • London, England, United Kingdom
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Senior Director of Analytics - Operations

myGwork - LGBTQ+ Business Community
  • GB
    London, England, United Kingdom
  • GB
    London, England, United Kingdom
Postuler Maintenant

À propos

Senior Analytics Director
– Operations Analytics at Wise
We’re looking for a Senior Analytics Director to accelerate Operations Analytics from a primarily reactive partner to a strategic, outcome‑driving function. You’ll shape the "big rock" agenda for our Operations and Mitigations squads, represent analytics at the Product Engineering leadership table, and scale a high‑performing team through a period of significant growth.
This is a hands‑on role where you’ll manage three teams: Customer Support Analytics, KYC Analytics, and Onboarding Analytics. You should balance people, product, systems, and operations thinking, and be able to turn data into direction months ahead of the curve.
What You’ll Do
Shift the function from reactive reporting to proactive, strategic insight and decision support
Own the analytics narrative and actions in Monthly and Quarterly Business Reviews to drive sharp, measurable outcomes
Build a culture of deeper analytical dives, clear problem-framing, and robust experimentation
Partner Across Product, Engineering, and Operations
Represent analytics on the Product Engineering leadership team and partner closely with engineering leaders on system design, data as a product, and instrumentation
Help architect a more scalable, defect‑free onboarding experience; guide automation at scale, A/B testing strategy, and Pareto-driven cost and quality improvements
Work with Ops leaders on upstream resolution for contacts and complaints, and on the right mix of regional versus global processes
Own The Big Operational Questions
Define and measure granular SLAs that reflect customer impact
Strengthen end-to-end forecasting, capacity, and productivity modeling
Improve vendor performance management and accountability
Identify and prioritise automation opportunities tied to clear business value
Build and Scale the Organisation
Help hire and onboard 20+ new team members as we migrate BI and expand analytics, maintaining a consistently high hiring bar
Put in place scalable performance, coaching, and prioritisation practices for a larger, multi-team analytics organisation
Coach leads through growth challenges, role changes, and—when needed—performance management with clarity and care
Establish consistent stewardship of our data assets and analytics platforms
Act As a Wider Servicing Leader
Be a trusted deputy for the Head of Servicing Analytics, ensuring the org runs smoothly in their absence and as scope grows to 80+ across analytics (excluding DS and Analytics Engineering)
What Success Looks Like In The First Year
Clear, prioritised "big rocks" roadmap with measurable wins across SLAs, forecasting accuracy, vendor performance, automation throughput, and onboarding scalability
Sharper MBR/QBR decision-making and outcomes driven by analytics
A resilient org design with a strong leadership bench, 20+ high-quality hires onboarded, and consistent performance practices
Analytics embedded in system design; reliable, well-governed data assets; a proactive insights program that shapes 6-month direction
Qualifications
Experience working in a high-growth technology organisation
Proven experience managing leaders in analytics or adjacent data functions
Track record of setting organisational direction and delivering outcomes on 6-month horizons
Exceptional communication and stakeholder influence across Operations, Product, and Engineering
Demonstrated ability to move a function from reactive to proactive insights and decision support
Ownership of analytics data infrastructure and strong familiarity with data-as-a-product principles; comfortable in system design conversations with engineering
Strength in balancing multi-objective operational trade-offs (e.g., SLAs, cost, productivity, quality)
Nice To Have
Experience partnering with or leading ML-adjacent teams
Experience building 0 to 1 teams across multiple geographies
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  • London, England, United Kingdom

Compétences linguistiques

  • English
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