Head of Workforce Management, Data

TL;DR

Head of Workforce Management, Data: Design and operate a closed-loop real-time control system for hybrid human+AI customer operations with an accent on demand forecasting, capacity planning, and SLA delivery. Focus on orchestrating humans and AI as a unified workforce, running real-time interventions, and building operational resilience for scale.

Location: Cardiff, London or Remote (UK only), with ad hoc meetings in London.

Salary: £120,000-£175,000 + Benefits

Company

Digital bank offering personal/business accounts, savings, investments, pensions, and credit products in the UK, evolving customer operations into a real-time hybrid human+AI system.

What you will do

• Own service performance and SLA delivery across Customer Operations, accountable for outcomes.
• Design and operate closed-loop systems connecting forecasting, scheduling, routing, and real-time interventions.
• Build and run hybrid workforce models treating AI/automation as core components.
• Lead demand forecasting, capacity planning, and translate data into staffing strategies.
• Monitor queues, identify risks, and execute real-time interventions to protect SLAs.
• Shape demand via routing, prioritisation, and channel decisions; develop resilience playbooks.
• Partner with Ops, Data/ML, Product, and Finance to align performance, cost, and scaling.

Requirements

• Must be eligible to work in the UK (visa sponsorship available, relocation support to UK)
• Operated large-scale real-time supply/demand systems (marketplaces, logistics, service ops).
• Directly accountable for service levels/SLAs in high-stakes real-time environments.
• Strong operator instincts for fast decisions balancing CX, cost, risk.
• Data fluent with forecasting models (MAPE, RMSE), ML impact on ops.
• Translate model outputs to real-world decisions; builder-leader creating scalable teams/systems.
• Excitement for human+AI orchestration; influence senior stakeholders cross-functionally.

Culture & Benefits

• Flexible working hours and distributed working within UK with ad hoc London meetings.
• £1,000 annual learning budget for books, courses, conferences.
• Full remote setup support including MacBook and home office equipment.
• Visa sponsorship and UK relocation assistance.
• Comprehensive benefits package (see careers page).

Hiring process

• 30-min recruiter call.
• 45-min hiring manager call.
• 3 x 1-hour video calls with team members.