Senior Workforce Management Analyst (Fintech)

TL;DR

Senior Workforce Management Analyst (Fintech): Optimizing staffing levels for customer operations and service teams with an accent on data-driven resource prediction and strategic planning. Focus on designing shift patterns, analyzing large datasets via Looker and BigQuery, and improving WFM process automation.

Location: Remote (UK), London, or Cardiff

Salary: £40,400 – £51,050

Company

Digital bank on a mission to make money work for everyone.

What you will do

• Prepare executive-level reports and presentations on WFM performance and resource requirements for senior leadership.
• Analyze large datasets using Google Sheets and Looker to identify trends and communicate key insights.
• Create and review shift offerings to balance business growth with employee flexibility.
• Manage Verint backend configuration, including mappings and service goals.
• Collaborate with People, Hiring, L&D, and Operations teams to ensure schedule accuracy.
• Conduct deep-dives into schedule issues to reduce manual amendments and increase automation.

Requirements

• Demonstrable experience in workforce management within fast-paced, high-growth environments.
• Expertise in WFM software, with Verint experience preferred.
• Strong proficiency in Google Sheets (advanced formulas, pivot tables).
• Experience presenting complex data to executive leadership to influence decision-making.
• Must be based in the UK.

Nice to have

• Familiarity with Looker and basic knowledge of BigQuery.
• Experience with scenario planning, resource modelling, and strategic capacity planning.

Culture & Benefits

• Flexible working hours based on trust and output.
• Annual £1,000 learning budget for books, training, and conferences.
• Full home-office setup provided, including Macbooks.
• Dedicated support for fully remote workers to optimize their home environment.

Hiring process

• Initial application questions followed by a recruiter call.
• Technical take-home task.
• Final stage interview consisting of a presentation and Q&A.