Analytics Team Leader – Services Cluster

About the role

You will lead analytics for the Services cluster, covering Watchdocs, Trust & Safety, Customer Support, Customer Experience and Antifraud. The role partners closely with product, operations, support and compliance to turn behavioural and feedback signals into decisions that reduce risk and improve experience.

Key responsibilities

• Own the analytics strategy and roadmap for the Services cluster (Watchdocs, Trust & Safety, Customer Support, CX, Antifraud) and align it with company priorities.
• Build, grow, and develop a team of 11+ analysts, handling hiring, mentoring, and quality standards.
• Lead Antifraud analytics to detect and quantify fraudulent behavior, evaluate anti‑fraud rules and model trade‑offs.
• Drive Trust & Safety analytics by measuring incident rates, assessing safety feature impact, and prioritising risk‑reduction initiatives.
• Oversee Customer Support analytics, evaluating tooling, automation effectiveness, contact‑rate drivers, resolution quality and workforce management metrics.
• Lead CX analytics to connect Voice‑of‑the‑Customer metrics (CSAT/DSAT) with business outcomes such as retention and revenue.
• Guide Watchdocs analytics for document‑verification performance and compliance insights.

Required profile

• Proven experience leading analytics teams and delivering strategic insights across multiple functional areas.
• Ability to partner with product, operations, support and compliance stakeholders to translate data into actionable decisions.
• Strong communication skills to present analytics findings and defend strategy before senior leadership.

Required skills