Senior Service Analyst, Workforce Management

Cardiff, London or Remote (UK) · Remote (UK) · 16-17 years experience · Remote · Posted Oct 7, 2026

At a glance

The Senior Service Analyst, Workforce Management will play a key role in using data-driven insights to staff customer operations and service teams effectively.
This individual contributor role involves designing and implementing solutions, performing in-depth analysis, and creating management information to support operations.
The position is a 12-month fixed-term contract reporting to the WFM Service Manager.

Compile data-driven reports for senior stakeholders including weekly reporting, Monthly Business Reviews, and Ops Monitoring.
Independently create fully functional Looker dashboards and standalone MI to support operations teams.
Perform root-cause analysis by filtering, merging, and amending complex data across Looker, Anaplan, Airtable, and Google Sheets.
Write efficient SQL code and facilitate automation to improve efficiency.
Create dynamic burndown plans to predict return-to-service dates and forecast service resolution.
Manage cross-domain incidents using data-driven solutions.
Participate in an on-call rota for incidents from Monday to Friday.
Conduct deep dives to identify gaps between supply and demand, managing task views and routing.
Work with global ops functions to ensure performance expectations are met and assess service impact of proposed changes.

Demonstrable experience in service delivery, optimisation, and workforce management within a fast-paced, high-growth environment.
Ability to manage a project's entire lifecycle with little oversight.
Advanced ability to use Looker and Google Sheets for data storytelling.
Experience presenting findings via Google Slides and Documents.
Experience handling incidents, creating actionable plans, and developing data-driven solutions.
Ability to communicate effectively to a wide range of stakeholders and coach others.
Understanding of task views, task types, routing, scheduled activities, and workforce optimisation principles.

Role can be based remotely anywhere in the UK, or in the London or Cardiff office.
Extra support provided for work-from-home setup for fully remote workers.