Our Workforce Management (WFM) team

This is an excellent opportunity to step into a key Senior Service Analyst role on a 12-month fixed-term contract. You'll report to the WFM Service Manager and play a vital role in using data-driven insights to perfectly staff our customer operations and service teams.

You will be a strong individual contributor, taking ownership of problems and leading on the design and implementation of solutions from start to finish. We are looking for someone with strong data skills to perform in-depth analysis, automate processes, and create independent Management Information (MI) and dashboards to support operations.

Key responsibilities

• Executive Communication & Reporting: Compile data-driven reports that provide key insights and actions for senior stakeholders, including weekly reporting, Monthly Business Reviews (MBRs), Ops Monitoring, and Domain Weekly Business Reviews (WBRs).
• Data Pipeline & Dashboard Creation: Independently creating fully functional Looker dashboards and developing standalone MI to support the operations teams.
• In-depth Analysis & Automation: Performing confident root-cause analysis by filtering, merging, and amending complex data across Looker, Anaplan, Airtable, and Google Sheets. Write efficient SQL code and facilitate automation wherever possible.
• Dynamic Burndown Plans: Creating dynamic burndown plans to accurately predict return-to-service dates and forecast when service situations will be fully resolved.
• Incident Management & Rota: Taking responsibility for managing cross-domain incidents using data-driven and dynamic solutions. You will be on call for incidents as part of a Monday to Friday rota.
• Service Deep Dives & Routing: Conducting deep dives to identify gaps between supply and demand, managing task views and routing.
• Global Ops Alignment: Working closely with our global ops functions to ensure performance expectations are met.

What we're looking for

• Demonstrable experience in service delivery, optimisation, and workforce management within a fast-paced, high-growth environment.
• Highly capable of managing a project's entire lifecycle with little oversight.
• Advanced ability to use Looker and Google Sheets for deep data storytelling.
• Experience handling incidents and creating actionable, data-driven plans.
• Comfortable with critical conversations and coaching team members.
• Great understanding of task views, routing and workforce optimisation principles.

What’s in it for you

£40,400 - £51,050 (12-Month Fixed Term Contract). This role can be based remotely anywhere in the UK, or our London or Cardiff office. You will be on call for incidents as part of a Monday to Friday rota. We will set you up to work from home; all employees are given MacBooks and for fully remote workers we will provide extra support for your work-from-home setup. £1,000 learning budget each year to use on books, training courses and conferences.