Ops Capacity & Resourcing Analyst

Chronic lifestyle diseases like type 2 diabetes cost the UK £9 billion a year—roughly 10% of the NHS budget. What’s more striking is that many of these conditions are preventable through long-term behaviour change. That’s where Second Nature comes in.

Second Nature is a digital health company on a mission to eradicate the global epidemic of lifestyle-driven chronic conditions. Our evidence-based programme combines behavioural science, psychology, technology, and human coaching to help people lead healthier lives. We’ve already helped over 250,000 people change their habits for good, and we’re just getting started.

The Role

We’re looking for a data-savvy Ops Capacity & Resourcing Analyst to bring structure, visibility, and insight to our operations. This is a critical role at the intersection of data, people, and service delivery. You’ll forecast resourcing needs across our Health Coaching, Customer Support, and Call teams, build scalable systems that replace manual processes, and deliver insights that shape strategic decisions. From day-to-day dashboards to long-term scenario planning, your work will directly improve service quality, operational efficiency, and business sustainability.

Requirements

• Capacity Planning & Forecasting: Model future staffing needs across Health Coaching, CS Core, and Calls teams. Collaborate with People and Finance on hiring, rotas, and onboarding. Track forecast accuracy and refine over time.
• Systems & Tooling: Develop a centralised, scalable approach to resourcing—replacing spreadsheets with dashboards and streamlined workflows. Standardise processes like shift planning and coaching coverage.
• Operational Reporting: Create dashboards and write SQL queries to track occupancy, engagement, and delivery. Provide monthly and quarterly performance reporting to senior stakeholders.
• Cost & Strategic Insights: Analyse cost-to-serve across programme types with Finance. Surface operational inefficiencies and support strategic decisions through scenario modelling and contingency planning.
• Campaign & Call Support: Support dynamic call campaigns, from onboarding nudges to re-engagement. Enable A/B testing and performance tracking without relying on engineering input.
• Real-Time Monitoring & Enablement: Implement in-day monitoring tools and set alert thresholds for unexpected changes. Document and train teams on planning tools and processes to ensure smooth adoption.

What We’re Looking For

• Strong analytical and problem-solving mindset
• Experience with SQL and data querying
• Advanced Google Sheets or Excel skills; BI tools (e.g. Looker, Tableau, Metabase) a plus
• Experience in workforce planning, capacity modelling or operational analytics
• A service mindset with strong communication skills and attention to detail
• Comfortable working cross-functionally with People, Product, Finance, and Ops teams
• Self-starter who’s not afraid to get hands-on and iterate fast

Why This Role Matters

• You’ll create smarter systems that make data accessible to every manager
• You’ll reduce operational risk while increasing service quality
• You’ll empower teams to plan ahead instead of reacting to surprises
• You’ll help us scale our impact without scaling inefficiencies

Benefits

• Competitive salary with bi-annual performance reviews
• Share options in a growing, profitable health-tech company
• 25 days’ holiday plus national holidays
• Hybrid working: 1-2 days/week in our London office
• Remote flexibility: work from abroad up to 4 weeks at a time (within 2-hour UK time zone)
• £200/year professional development budget, plus extra for role-specific training
• Salary Sacrifice and Cycle to Work schemes
• Quarterly in-person socials and company meet-ups
• A friendly, mission-driven team where your work really matters