Company 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.Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their life easier and save them money.As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere.More about our mission.
Job Description
Role & Job purpose
At Wise, we’ve got a clear mission — money without borders. Built by and for people who live global lives. We’re customer obsessed and rely on timely, accurate and scalable data to make accurate business decisions that will help grow the company while keeping our customers happy.As a Data Analyst, your role is instrumental in leveraging data to understand trends, optimise processes, and identify opportunities for growth and improvement within the organisation. Your primary responsibility will be to support operational leadership by providing critical insights into Complaints and Quality Assurance domains.
You will own this data domain, ensuring the maintenance of pipelines and the delivery of accurate and timely data to stakeholders. Your efforts will be instrumental in identifying and monitoring key operational metrics to drive incremental improvements in customer experience.
Responsibilities
Developing and maintaining dashboards and reports to monitor key performance indicators (KPIs) and track business metrics.
Collaborating with cross-functional teams to understand business requirements and translate them into analytical solutions.
Conducting ad-hoc analyses to address specific business questions or challenges.
Contributing to the development of data infrastructure and tools to streamline data workflows and enhance data accessibility.
Supporting the operational leadership by providing critical information to assess the operational health state of the complaints function
Owning a data domain, maintaining pipelines and ensuring accurate and timely data delivery to stakeholders
Identifying and monitoring key operational metrics, such as case resolution and customer effort score to drive incremental improvements in customer experience.
Identify tooling improvements and designing experiments to drive improvements to the product.
Working on providing in-depth analysis on operational metrics while understanding corresponding impact on our customers.
Exposing the vast data on our processes to the product teams across Wise in a meaningful and actionable way in which people can proactively access the information without friction or need for analyst assistance.
Building clear and flexible BI models. Working with engineers to capture necessary data
Ensuring data is traceable to its source, and complex models are well structured
Designing and running statistically sound experiments, judging whether results are meaningful, and avoiding common stats pitfalls
Telling compelling stories that result in action, with little help, picking the right words and visuals
Qualifications
Requirements:
- You have 2+/4+ years of experience in analytics
You have a background working with operational team analytics including efficiency analysis and experimentation.
You have experience with building data pipelines.
You have advanced SQL skills
You have experience working with Python/R.
You have experience with data visualisation tools (Looker, PowerBI, Tableau etc.) and demonstrate storytelling ability with data
You’re a self-starter who is comfortable working autonomously
Familiarity with statistical methods and techniques for data analysis.
Nice to have:
Prior experience in the Complaints/Support domains
Prior experience in forecasting
Prior experience with Zendesk
If you're interested in the position apply the latest 26th of April by submitting your CV and Cover Letter. In your cover letter, please answer the following question:
Describe a data analysis project you've worked on that you're particularly proud of. What was your role in the project, and what were the key insights or findings you uncovered? How did your analysis contribute to achieving the project's objectives?
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.Every Wiser should feel that they can be themselves at work.Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to share their contributions towards mission zero and able to progress in their careers.Having diverse teams that reflect our diverse customer base helps us build a better product.
We can be more creative and empathetic to our customer’s needs and make sure we leave no-one behind on our journey to mission-zero.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.Keep up to date with life at Wise by following us on LinkedIn and Instagram.
