Service Analyst (Workforce Management)

TL;DR

Service Analyst (Workforce Management): Optimizing service delivery and staffing for customer operations with an accent on real-time demand management and performance trends. Focus on analyzing datasets to improve SLAs, collaborating with cross-functional teams, and managing intra-day operational needs.

Location: London, Cardiff or Remote within the UK

Salary: £32,900 - £42,000 + Incentive Awards

Company

A digital bank on a mission to make money work for everyone by replacing traditional banking with a modern, customer-centric product offering.

What you will do

• Analyze domain-specific datasets to identify patterns and trends affecting service performance.
• Strive for improved SLAs and evaluate service processes to enhance operational results.
• Collaborate with Operations, Product, Risk, and Change partners to provide accurate service insights.
• Manage real-time task views, routing, and Verint changes to ensure efficient work allocation.
• Conduct deep dives into supply/demand gaps and respond to operational incidents.

Requirements

• Solid background in workforce management (WFM) supporting operational teams.
• Proficiency in Google Sheets, Excel, and Looker for reporting and visualization.
• Basic understanding of BigQuery for data analysis.
• Experience communicating complex insights to stakeholders and senior leadership.
• Must be based in the UK for remote or hybrid options.
• Ability to handle high-pressure situations and manage multiple urgent tasks.

Culture & Benefits

• Condensed four-day working week (37.5 hours) with flexible start times.
• Annual learning budget of £1,000 for books, training courses, and conferences.
• Provision of MacBooks and additional support for fully remote home setups.
• Flexible working hours based on trust and team alignment.

Hiring process

• Application questions followed by a recruiter call.
• Take-home technical task.
• Role-specific and values-based interview.