Senior Director of Analytics - Servicing

Job Description

We’re looking for a Senior Analytics Director to accelerate Operations Analytics from a primarily reactive partner to a strategic, outcome-driving function.

You’ll shape the “big rock” agenda for our Operations and Mitigations squads, represent analytics at the Product Engineering leadership table, and scale a high-performing team through a period of significant growth.

This is a hands-on role where you'll manage three teams across:

• Customer Support Analytics
• KYC Analytics
• Onboarding Analytics

We're looking for a leader who balances people, product, systems, and operations thinking—and who can turn data into direction months ahead of the curve.

What you’ll do:

Drive strategic analytics by:

• Shifting the function from reactive reporting to proactive, strategic insight and decision support
• Owning the analytics narrative and actions in Monthly and Quarterly Business Reviews; ensure we drive sharp, measurable outcomes
• Building a culture of deeper analytical dives, clear problem-framing, and robust experimentation

Partner across Product, Engineering, and Operations to:

• Represent analytics on the Product Engineering leadership team; partner closely with engineering leaders (e.g., system design, data as a product, instrumentation) to make analytics a first-class citizen
• Help architect a more scalable, defect-free onboarding experience; guide automation at scale, A/B testing strategy, and Pareto-driven cost and quality improvements
• Work with Ops leaders on upstream resolution for contacts and complaints, and on the right mix of regional vs. global processes

Own the big operational questions:

• Define and measure granular SLAs that reflect customer impact
• Strengthen end-to-end forecasting, capacity, and productivity modeling
• Improve vendor performance management and accountability
• Identify and prioritise automation opportunities tied to clear business value

Build and scale the organisation:

• Help hire and onboard 20+ new team members as we migrate BI and expand Analytics; maintaining a consistently high hiring bar
• Put in place scalable performance, coaching, and prioritisation practices for a larger, multi-team analytics organisation
• Coach leads through growth challenges, role changes, and—when needed—performance management with clarity and care
• Establish consistent stewardship of our data assets and analytics platforms

Act as a wider Servicing leader:

• Be a trusted deputy for the Head of Servicing Analytics; ensure the org runs smoothly in their absence and as scope grows to 80+ across Analytics (excluding DS and Analytics Engineering).

What success looks like in the first year:

A clear, prioritised “big rocks” roadmap with measurable wins across SLAs, forecasting accuracy, vendor performance, automation throughput, and onboarding scalability

Sharper MBR/QBR decision-making and outcomes driven by analytics

A resilient org design with a strong leadership bench, 20+ high-quality hires onboarded, and consistent performance practices

Analytics embedded in system design; reliable, well-governed data assets; a proactive insights program that shapes 6+ month direction

Why join?

A culture of supportive attainment: high performance paired with genuine care for the people who make it happen

Freedom to shape strategy, organisation, and systems—while holding a high bar for data products, analytics quality, and business impact

Qualifications

Ideally you will have experience working in a high-growth technology organisation

Proven experience managing leaders in analytics or adjacent data functions

A track record of setting organisational direction and delivering outcomes on 6+ month horizons

Exceptional communication and stakeholder influence across Operations, Product, and Engineering

Demonstrated ability to move a function from reactive to proactive insights and decision support

Ownership of analytics data infrastructure and strong familiarity with data-as-a-product principles; comfortable in system design conversations with engineering

Strength in balancing multi-objective operational trade-offs (e.g., SLAs, cost, productivity, quality)

Nice to have:

Experience partnering with or leading ML-adjacent teams

Experience building 0→1 teams across multiple geographies