Data analyst for customer support

We are looking for a Lead Data Analyst who is passionate about our mission of Money Without Borders. You will partner with our Customer Support organisation to help drive data-driven decisions that improve customer outcomes while managing cost to serve and team capacity. Customer Support is the largest customer-facing area in Servicing. It is where cost to serve, AI and automation, and the alignment between Operations and Product come together.

• Collaborate with senior stakeholders across Customer Support and effectively communicate your insights into real change for our customers. Join us in working towards our mission.
• Own key areas of the CS metric tree, for example contact rate, first response, resolution, CSAT, repeat contact and cost per contact, and make sure they roll up cleanly into Servicing's Cost and Convenience toplines.
• Support target-setting and tracking with Ops and Product leaders, so the team can see whether targets are being hit, not just set them.
• Measure AI agent, self-serve and deflection impact. Estimate addressable volume, actual deflection and cost saved, and the effect on CSAT, repeat contact and quality.
• Monitor automation quality. Support calibration and drift monitoring on quality scoring so automated decisions stay trustworthy.
• Support capacity planning and forecasting with WFM, including demand forecasts, staffing models, SLA and wait-time trade-offs, and regional and outsourcing mix.
• Make trade-offs explicit. Show the impact on customer outcomes, operational cost and team capacity in every channel and staffing recommendation.
• Build and maintain high-quality data models and pipelines in SQL and dbt, and review analytical work from colleagues to keep the bar high.

• You have experience with SQL and building data pipelines (dbt experience is preferable). You are confident working with complex data models and are able to independently design and implement new models.
• You have strong quantitative skills. Ideally a background in statistics, mathematics, physics, engineering, analytics, computing, or any other scientific areas.
• You have strong communication skills and an ability to translate business insights into persuasive analytical narratives that are simple to understand and that drives customer impact.
• You have an ability to structure business problems with minimal supervision and prioritise problems collaboratively with stakeholders. You take ownership of your own impact on our customers.
• Be proactive. You go beyond just the analysis and get things done.
• You have experience with data visualisation tools (Looker, PowerBI, Tableau etc.) and demonstrate confident storytelling ability with data.
• Будет плюсом: 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; Python

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