Lead Analyst - Total Service (Operations)

Responsibilities

• Build and refine analytical models for strategic capacity planning and forecasting to align with business growth.
• Own data pipelines to ensure the reliability and accuracy of data driving high-stakes servicing interventions.
• Develop predictive models and perform cause-and-effect analysis to identify key drivers and optimize processes.
• Apply causal inference and quasi-experimental analysis techniques to evaluate the impact of servicing interventions.
• Provide strategic insights into operational health, including cost analysis and impact on customer experience.
• Lead the development of the operations KPI tree and target-setting frameworks.
• Collaborate with stakeholders to standardize processes across forecasting, scheduling, and real-time operations.

Requirements

• 4+ years of experience in analytics with a strategic mindset for solving complex operational problems.
• Quantitative background in statistics, mathematics, physics, engineering, economics, or a related scientific field.
• Advanced proficiency in SQL (experience with Snowflake is a plus) and Python or R.
• Proven experience with capacity planning, forecasting, and efficiency analysis.
• Expertise in data visualization tools such as Looker, PowerBI, or Tableau.
• Strong ability to communicate insights through data storytelling to guide business strategy.

Preferred Qualifications

• Prior experience working within Operations domains.
• Experience working with Workforce Management (WFM) or Quality teams and WFM systems.
• Knowledge of time series analysis methods such as ARIMA or Holt-Winters.

About the Company

Wise is a global technology company on a mission to make money without borders—moving and managing the world’s money with minimum fees, maximum ease, and full speed.