Data Analyst – Operations

Data Analyst – Operations

We’re looking for an Operational Analyst who is passionate about our mission of Money Without Borders to partner with our operational teams to help drive data-driven decisions that would support our fast-growing product through scaling and optimising the team.

As an Operational Analyst, you’ll be driving our analytics efforts in our operations teams, who do everything from support our customers when they need help, to screening for criminal activity, to verifying customer identities at scale.

Most importantly, you’ll collaborate closely with your operational leads, product managers, designers and engineers to bring your insights into real change for our customers and help drive our mission!

About the Squad:

The support squad’s mission – To deliver a customer support experience that minimises effort and scales globally. We believe this will help Wise get to mission zero.

Your mission:

Maximise the impact of your team by helping them make the best decisions for our customers, using data analysis.

You’ll own the challenge of:

Supporting the operational leadership by providing critical information to assess the operational health state of the customer support function
Own all CS cost, unit economics and scalability pipelines, reporting and analysis supporting initiatives that will drive down our unit cost.
Size, track performance and optimisation opportunities of key strategic initiatives.
Lead on implementing the operations KPI tree and operational teams target setting framework in pipelines and reporting.
Working on providing in-depth analysis on operational metrics while understanding corresponding impact on our customers.

This role will give you the opportunity to: 

Be part of a positive change in the world. We’re fixing a broken, greedy system, and putting people and businesses in control of their money

Create value from extensive datasets. We have millions of customers, a global set of payment infrastructure and a complex product that customers can use in different ways. There is a tonne of value left to unlock from this data!Influence the team’s direction. Analysts at Wise enable data-driven decision making and have a large impact by helping their teams to decide what to work on.Learn from a global network of professionals. We have a large, diverse team of analysts, data scientists and product managers that you will work with and learn from.

A bit about you: 

You have 2+ 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 in highly empowered teams

Some extra skills that are great (but not essential): 

Prior experience in the Customer Support domains

What do we offer: 

Starting salary: €3,000 – €4,100 per month
Numerous great benefits in our Tallinn office 

Key benefits:

Hybrid working model
25 days Paid Annual holiday + 3 Me Days
15 Sick Days
Mobile Wiser – Work abroad for up to 90 days of the year
6 weeks of paid sabbatical after 4 years at Wise on top of annual leave

#LI-JH1 #LI-Hybrid