Lead Data Analyst - Total Service (Operations)

We’re looking for a Lead Data 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 a Lead Data Analyst, you’ll drive analytics within a dedicated customer operations model where we improve how we resolve complex and time-sensitive customer issues—speed, reliability, quality, and end-to-end outcomes—and scale what works across our wider Operations teams. Most importantly, you’ll collaborate closely with your operational leads, as well as workforce management, quality, training, and knowledge management, to bring your insights into real change for our customers and help drive our mission.

Here’s how you’ll be contributing:

• Analytical Capacity Planning and Forecasting: Focus on building and refining analytical models for strategic capacity planning. Take ownership of forecasting efforts to align with business growth and operational demands.
• Data Pipeline Ownership: Take ownership of data pipelines to maintain and improve data flow, ensuring reliability and accuracy of data that drives high-stakes servicing interventions at scale.
• Predictive Modeling and Cause and Effect Analysis: Develop and implement robust models to predict outcomes and perform cause and effect analysis to identify key drivers, optimise processes, and enhance decision-making and strategic planning.
• Causal Inference and Quasi-Experimental Analysis: Develop robust approaches to cause-and-effect analysis in an environment where A/B testing is potentially feasible - applying techniques such as difference-in-differences, regression discontinuity, or synthetic controls to evaluate the true impact of servicing interventions and confidently attribute outcomes without waiting for ideal conditions.
• Strategic Support and Analysis: Provide critical insights to assess the operational health of the Total Services function, conduct in-depth cost analysis, and offer detailed analysis of operational metrics (including quality) to understand impacts on customer experiences.
• Performance Tracking and Initiative Optimisation: Monitor and track the performance of key strategic initiatives, capitalising on optimisation opportunities to enhance operational outcomes.
• KPI Implementation and Target Setting: Lead the development and implementation of the operations KPI tree and the target-setting framework, integrating these within reporting pipelines and strategic operations.
• Stakeholder Collaboration and Process Standardisation: Collaborate closely with various stakeholders to standardise processes across forecasting, scheduling, and real-time operations, promoting continuous improvement and strategic alignment.

This is an IC3 role.

Qualifications

What you’ll bring:

• Quantitative Foundation: Ideally, you have a background in statistics, maths, physics, engineering, economics, or another scientific field. You apply first-principles thinking to break down complex operational problems.
• A Statistical Mindset: You have a natural grasp of data logic. You don't just look at averages; you understand distributions, variance, and significance. You enjoy applying that rigor to messy, real-world operational data to separate signal from noise.
• You have 4+ years of experience in analytics with demonstrated ability to approach complex problems with a strategic mindset, identifying innovative solutions that drive operational improvements.
• You have a background working with operational team analytics including capacity planning, forecasting, efficiency analysis, quality assurance, predictive analytics, and experimentation.
• You have experience working with complex data models in SQL (our warehouse is Snowflake) and analysing it using advanced SQL/Python/R.
• Able to demonstrate that you can tell a story and proactively give guidance on strategy based on insights.
• You have experience with data visualisation tools (Looker, PowerBI, Tableau etc.) and demonstrate storytelling ability with data.
• You have a bias to action - you identify what needs to be done and make it happen.

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

• Prior experience in Operation domains.
• You have experience working with a WFM or Quality team.
• You have experience working with WFM Systems.
• You have experience with forecasting techniques such as ARIMA, Holt-Winters, and other time series analysis methods.