Get AI match insights
See your fit score & personalized tips.
Own key sections of the Customer Support metric tree (e.g., contact rate, CSAT, cost per contact) and ensure they roll up cleanly into Servicing’s cost and convenience goals. Build and maintain high‑quality data models and pipelines in SQL and dbt, and run experiments, causal analyses, and automation quality monitoring. Support capacity planning, forecasting, and target‑setting with Ops, Product, and WFM stakeholders.
Strong SQL and data‑pipeline skills (dbt preferred), solid quantitative background (statistics, engineering, etc.), and experience with data‑visualisation tools for storytelling. Excellent communication ability to translate insights into actionable recommendations. Proactive, self‑directed problem‑structuring and stakeholder collaboration.
The role provides the analytical backbone that lets Wise measure and improve the impact of AI, self‑serve, and channel changes on customer outcomes, operational cost, and team capacity—critical for delivering the Money Without Borders mission.
A data‑driven analyst who thrives on turning complex data into clear business impact, enjoys working cross‑functionally with Customer Support and product teams, and is eager to lead metric ownership and drive improvements in a fast‑moving fintech environment.
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 lives 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 and what we offer.
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. You will measure whether changes to channels, self-serve flows and AI agents are working for customers, and you will be a trusted analytical voice for CS Operations, CS Product and WFM.
As a Lead Data Analyst, you will own key parts of the customer support metric tree, measure the impact of automation and AI, and run experiments and causal analyses that show what really changed. You will also help make sure the team's metrics are defined once, owned clearly and trusted by everyone who uses them.
This is a great opportunity for an analyst who has a keen understanding of customer problems, strong product thinking and is passionate about creating convincing analyses. You will also be part of the Servicing Analytics community of 86 analysts and a wider community of 150+ analysts at Wise, where you can collaborate on cross-team projects, share knowledge and help improve how analytics works across the company.
This is an IC3 role. For more information on our Analytics Career Map and levelling structure, click here.
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.
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
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.
