Senior Service Analyst, Workforce Management

Location: Remote anywhere in the UK, or London or Cardiff office

Salary: £40,400–£51,050 for a 12-month fixed-term contract

Company

hirify.global is a UK digital bank offering personal and business accounts, savings, investments, pensions, credit cards, and customer-focused financial services.

What you will do

• Produce weekly reports, Monthly Business Reviews, operations monitoring, and domain business reviews for senior stakeholders.
• Build Looker dashboards and standalone management information for operations teams.
• Analyse complex data across Looker, Anaplan, Airtable, and Google Sheets, writing SQL and automating processes.
• Create dynamic burndown plans to forecast return-to-service dates and resolution timelines.
• Manage cross-domain incidents and participate in a Monday-to-Friday incident rota, with occasional weekend support for specific projects.
• Conduct service deep dives, optimise routing, assess supply and demand, and align performance with global operations functions.

Requirements

• Experience in service delivery, optimisation, and workforce management in a fast-paced, high-growth environment.
• Ability to manage projects end-to-end, take ownership, and lead implementation with limited oversight.
• Advanced experience with Looker and Google Sheets for data analysis and storytelling, with clear presentation through Google Slides and Documents.
• Experience handling incidents and developing actionable, data-driven plans.
• Strong stakeholder communication skills, including critical conversations and coaching.
• Understanding of task views, task types, routing, scheduled activities, and workforce optimisation principles.

Culture & Benefits

• 12-month fixed-term contract with remote work available anywhere in the UK or office work in London or Cardiff.
• Home-working equipment, including a MacBook and additional setup support for fully remote employees.
• £1,000 annual learning budget for books, courses, and conferences.
• Inclusive environment focused on diversity, development, and customer impact.

Hiring process

• Application questions.
• Recruiter call and take-home task.
• Final interview with task presentation plus technical and values questions.