Analytics Lead – Customer Support Experience

AnalyticsTallinn

We’re looking for a Lead Analyst for our Customer Experience team to join in Tallinn or in Budapest to help our teams deliver a Customer Experience that delights our customers, scales globally with our growth, and helps us drop our costs towards zero.

Key Details

Office: Tallinn or Budapest

Salary: Gross monthly base salary €3420 – €4420 in Tallinn or gross 1.300.000 – 1.550.000 Hungarian forint in Budapest.

We encourage people who fall outside of this range to apply if you feel you are the right fit for this role.

Key benefits: 

  • Flexible working – whether it’s working from home, school plays or life admin we get that flexibility is essential and you’re trusted to do the right thing and be responsible
  • Stock options in a profitable company
  • An annual all-expenses paid company trip, Summer Days
  • Paid annual holiday, sick days, parental leave and other leave opportunities
  • National health insurance plan, with additional 3 health days per year
  • 6 weeks of paid sabbatical after 4 years at TransferWise on top of annual leave
  • Relocation support
  • Loads of development opportunities
  • A fun work environment with social activities and events
  • The opportunity to work with super smart, curious people

At TransferWise, we’ve got a clear mission — money without borders. Built by and for people who live global lives. 

We’re looking for a Lead Analyst for our Customer Experience team to join in Tallinn or in Budapest to help our teams deliver a Customer Experience that delights our customers, scales globally with our growth, and helps us drop our costs towards zero.

The role is a unique opportunity to join one of the fastest-growing companies in Europe. With 5m customers, we’re already moving over £3bn a month and have more than 500 people in our support team across the US, Estonia, Hungary, and Singapore. 

 

What you’ll be doing

As the lead analyst you’ll grow a team of analysts and with them, support our teams to deliver a Customer Experience that delights our customers, scales globally with our growth and helps us drop our costs towards zero.

The team works directly with our Support Tribe product teams to quantify and measure impact, as well as being outward facing into the wider organisation to help other product teams understand the reasons for customer contacts and to reduce their contact rates.

You’ll also work extensively with our Customer Support leadership team to help them as they manage, improve and scale our CS operations.

 

Your day-to-day

  • Hiring and on-boarding of new analysts to the tribe
  • Mentoring analyst work and providing technical support
  • Guide analyst work across the tribe; e.g. help junior analyst structure projects, define data structure cross team projects
  • Improve analytic processes for customer support data
  • Your team will help us understand what customers want from support, why they contact us, how satisfied they are, and how our service levels impact growth
  • You’ll partner with our Customer Support leadership team to help them build a globally scalable model as they consider location and language strategy, talent planning, hiring capacity, outsourcing opportunities, specialisation and cost modelling.
  • Operationally the team will help us understand our support teams’ efficiency, the effectiveness of our tooling and workflows, the accuracy of our forecasting and scheduling, and help our support team leads self-serve with data.
  • You’ll have oversight of our contact data and share contact attribution and actionable insights across all the product teams at TransferWise, helping them correctly engage with the data and reduce their contact rates
  • Our analysts will partner with our product teams in the tribe to help project and measure the impact of our product changes both for our customer self-service and internal tooling, as well as managing data integration
  • You’ll identify opportunities how to more powerfully use our data, and machine learning, to automate and optimise our processes and solutions 

 

The experience you’ll need

  • You’ve experience working across operational teams, lead operational analysis, support them with data, and drive operational change
  • You have led and scaled a team of Analysts.
  • You know your way around the infrastructure of analytics and have worked with cloud warehouses (e.g. Snowflake, BigQuery, or Redshift), have knowledge of BI tools (e.g. Looker, Periscope, or Metabase) and/or visualization tools (e.g. PowerBI or Tableau). 
  • You’re highly proficient with Python, able to automate complex processes and construct robust data pipelines.
  • You’re highly proficient with SQL, able to write structured and sustainable code, and continue to develop and refine this skillset.
  • You have experience structuring basic research experiments (A/B testing)
  • You’re a self-starter who is comfortable working autonomously and with teams located across our offices. You’re not afraid to get your hands dirty, prioritise your focus based on impact, and able to own a project from start to finish. 
  • You can take complex, fuzzy problems and boil them down into concise and actionable insights

 

We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.

Also, qualifications aren’t that important to us. If you’ve got great experience, and you’re great at articulating your thinking, we’d like to hear from you.

And because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic.


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