Business Intelligence Specialist (Complaints Focus)

Wise is seeking a Business Intelligence Specialist to join our SE BI team, focusing on complaints data. This is a permanent, growth role  where you will be instrumental in transforming data into actionable insights and improving processes.   

Your Role:

You will design, develop, and maintain BI reports and dashboards, conduct complex data analysis to extract actionable insights, and present findings to stakeholders. A key part of your role will be to support data-driven decision-making within the complaints area, manage BI projects, and ensure data quality. We are looking for someone who can proactively manage stakeholders, drive projects to completion with high-quality work, and address challenges in data processes and reporting effectively, drawing from the needs highlighted in our internal assessments.   

#Support-data-public KPIs

• Maintaining the customer satisfaction for the tickets in #support-data-public above 4.5 every month.
• Resolve low to mid-complexity requests within 48 hours from the time the ticket was requested every quarter.

The BI KPIs

• Impact on Business Decisions: Evaluates how BI insights influence business decisions. This might be assessed through case studies, user testimonials, or the correlation between report usage and business performance improvements.
• Compliance and Security: Ensures that the BI processes comply with data governance and privacy standards. Metrics could include the number of compliance audits passed, incidents of data breaches, or adherence to data governance policies.
• 90% Report Usage and Engagement: Measures how often reports and dashboards are accessed and used by stakeholders. This includes metrics like unique logins, active users, and frequency of access.
• 90% Data Quality Score: Assesses the accuracy, completeness, and reliability of the data used in BI processes. This could be measured by the number of data errors found, the success rate of data validation checks, or user feedback on data accuracy.
• 100% Data Refresh Rate: Tracks how frequently the data in reports and dashboards is updated. This is crucial for maintaining the relevance and accuracy of business insights.
• 90% of projects delivered on time with BI quality standards
• Measuring stakeholder engagement quarterly using the tool 
• Specialist performance vs Variance as a KPI for this role. (Less than 5% from the target set)

You will be Owning

• Reporting and Dashboard Creation
• Design, develop, and maintain BI reports and dashboards.
• Work with business users to understand their reporting needs.
• Optimize report performance and usability.

Data Insights 

• Conduct low to mid data analysis to extract actionable insights.
• Use statistical tools and techniques to support data analysis.
• Present findings in a clear and understandable manner to stakeholders.

Training and Support

• Provide training and support to end-users on BI tools and data interpretation.
• Create user manuals and training materials.
• Assist users in understanding and utilizing reports and dashboards effectively.

Project Management

• Manage BI projects from conception through to completion.
• Coordinate with different departments to ensure project success.
• Monitor project progress and report on status to management.

Stakeholder Engagement

• Regularly interact with business stakeholders to align BI strategies with business goals.
• Collect feedback to continually improve BI deliverables.
• Act as a liaison between technical teams and business units.

Data Quality Management

• Ensure accuracy, completeness, and reliability of data.
• Develop and enforce data validation rules.
• Collaborate with ops analytical team to resolve data quality issues.

Performance Monitoring

• Monitor and optimize the performance of BI tools and systems.
• Identify bottlenecks and propose solutions to improve system performance.
• Report on system health and usage statistics.

Deliverables

Insights Reports

• Performance Analysis: Detailed analyses of various business operations, assessing performance against targets and benchmarks.
• Trend Analysis: Reports that identify trends over time, helping to forecast future conditions and inform strategic decisions.

Training Materials

• Video Tutorials: Recorded instructional sessions on how to use BI tools and interpret data.
• Workshops and Webinars: Live sessions designed to educate users about BI capabilities, data interpretation, and making data-driven decisions.

Reports

• Scheduled Reports: Regularly generated reports that provide ongoing insights into business operations, trends, and performance metrics.
• Ad-Hoc Reports: Custom reports created on demand to answer specific questions or address unique issues that arise.

Dashboards

• Interactive Dashboards: Visual interfaces that provide at-a-glance views of key performance indicators (KPIs), allowing users to interact with the data, such as drilling down into details or filtering information.
• Real-Time Dashboards: Dashboards that update automatically with the latest data, often used for monitoring operational activities or live performance data.

Data Visualizations

• Charts and Graphs: Custom visual representations of data, such as bar charts, line graphs, and pie charts, designed to make complex data more accessible and understandable.
• Infographics: Visually engaging representations of data and information used to present complex information quickly and clearly.

Ticket Resolution

• Solving mid to high complexity data requests with ops analytical team's involvement

Technical Skills

• Data Insights and Reporting: Proficiency in using data analysis tools and techniques to gather, analyze, and present data. This includes using software like SQL, Excel, or BI-specific tools like Looker and Superset.
• Ability to write SQL queries and perform database administration tasks.
• Data Warehousing: Understanding of data warehouse architecture.
• Data Visualization: Expertise in creating clear and impactful visual representations of data analysis findings.
• Previous experience with Zendesk and Complaints handlers and its operations.

Analytical Skills

• Problem-Solving: Ability to identify business problems and develop data-driven solutions or recommendations.
• Statistical Analysis: Knowledge of statistical analysis techniques to interpret data and provide insights.
• Critical Thinking: Skill in assessing data sources and data sets critically, identifying patterns, trends, and anomalies.

Business Acumen - Complaints space 

• Understanding Business Objectives: Grasp of the organization’s goals and how BI can support these goals.
• Strategic Thinking: Ability to align BI initiatives with broader business strategies and objectives.
• Market Knowledge: Awareness of industry trends and standards to benchmark company performance and identify growth opportunities.

Communication Skills

• Reporting and Presentation: Proficiency in reporting findings clearly and effectively, often to non-technical stakeholders.
• Collaboration: Ability to work effectively with teams across departments, such as IT, marketing, finance, and operations.
• Training and Support: Skill in educating end-users on how to use BI tools and understand BI reports.

Project Management

• Time Management: Capability to manage time efficiently, prioritize tasks, and meet deadlines.
• Project Coordination: Experience in managing projects, including planning, execution, monitoring, and closing projects.
• Change Management: Ability to manage change and transition as organizations evolve and BI needs change.

Personal Attributes

• Adaptability: Flexibility in handling changes in technology and business processes.
• Attention to Detail: Precision and attention to detail when working with complex data.
• Proactiveness: Eagerness to take initiative, identify opportunities for improvement, and suggest innovative solutions.

Compliance and Ethics

• Data Governance: Understanding of data governance principles to ensure data integrity, privacy, and compliance with regulations such as GDPR.

BI data management

• Identifies opportunities to remediate issues through analysis of the available BI data.
• Ensuring proficient skill set in relevant programming languages like SQL, and data platform user interfaces such as (Looker, LookML, Superset).
• Leading in setting up data-related processes, optimizing and automating manual workflows, supporting data-driven approaches.
• Contributor to the #support-data-public channel and its maintenance and upkeep on the process daily.

Recurring responsibilities

• Assist ops analyst team to capture all business requirements (internally and externally)
• Works across teams (with the analyst team) to fix data quality issues in Servicing Teams (both internally and externally).
• Be the initial point of contact for Servicing Teams (internal and external) data requests, acting as a subject-matter expert.
• Provide continuous feedback and input to the ops analyst team to improve the BI reports and the tool.
• Delivers business definitions to Servicing Teams teams, Vendor Management and Outsourcing teams or another team whom we closely work with. 
• Communicates the BI metrics to the Servicing Teams team (both internally and externally).
• Responsible for documentation of source of truths in a way that is easily searchable and interpretable for the Servicing Teams teams, Vendor Management and Outsourcing teams.
• Responsible for deprecating legacy documentation and that's reporting alternative sources of truth in Servicing Teams, Vendor Management and Outsourcing teams with the Analyst team.
• Maintains BI control centres for both internally and externally.

Project related data

• Contributes to servicing teams goals and support analysis to make decisions.
• Creates source of truth dashboards or data analysis for compliance and regulatory requirements with the analyst team on a need basis.
• Creates standard and regular metric analyses with the analyst team on a needed basis.
• Data Management and Operations
• Provides data analyses regarding performance management gaps and report to leads/Servicing Teams stakeholders.

Cross team collaboration

• Work with across teams such as the Analytics team, Knowledge Management, Quality and Continuous Improvement teams leadership when required.

Training delivery and logistics

• Adds updated content to training materials based on knowledge materials received from the Business Intelligence and the Analyst team.
• Leads based on knowledge materials received from the Business Intelligence and the Analyst team.
• Facilitate servicing teams trainings to onboarding groups and tenured agents (can include internal or outsourced teams, all servicing teams levels)
• Have side by side with agents, team leads, senior team leads and others to collect feedback on their respective SOT dashboards and provide this feedback to the Business Intelligence and the analyst team, so they can improve the reporting information.

Audit/Regulatory compliance

• Accountable for ensuring the accuracy of the reporting provided to Wise servicing teams in terms of regulatory compliance and legal requirements.
• You will be ​​producing regulatory reporting submissions to our regulators independently. 

Stakeholders

• Head of complaints, complaints program managers, complaints senior team lead, complaints team leads, complaints officers

What do we offer: 

• Visa and relocation benefits for the successful candidate. 
• Company Restricted Stock Units

If you're interested in the position, please apply the latest by 1st of June 2025 by submitting your CV and Cover Letter. In your cover letter, please answer the following questions: ​​​​​​​

• Why do you want to join Wise and Complaints BI specifically? 
• What complaints specific experience and skills set are you bringing to the BI team?

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