Job Title: Tier 3 Tactical Operations Analyst
Duration: 12 Month Contract
Location: London, UK (Hybrid)
Role overview:
* We are seeking a highly analytical and proactive Tier 3 Tactical Operations Analyst to join the Investigations & Incidents Team within our Customer Success organization. This role supports small business owners, accountants, and self-employed customers across the EMEA region.

* This is not a queue-based role. Instead, you will reinforce operational discipline, improve incident handling, reduce friction in workflows, and drive meaningful improvements across complex investigations and case work.

* You will operate at the intersection of operations, analysis, and project delivery-ensuring we respond effectively to incidents while identifying and fixing systemic issues.

Key Accountabilities:
* Incident & Investigation Management:
* Operational Discipline: Ensure timely, accurate, and consistent handling of incidents, investigations, and case work in line with established processes.

* Triage & Progression: Assess, prioritise, and progress cases, proactively identifying gaps in speed, quality, or process adherence.

* Workflow Coordination: Coordinate investigation and incident workflows, ensuring accurate assessment, assignment, and progression across teams.


* Analysis & Continuous Improvement:
* Root Cause Analysis (RCA): Conduct deep-dive analyses to uncover root causes, systemic patterns, and recurring trends.

* Analytical Insights: Produce data-driven insights that influence prioritisation of break fixes, tooling enhancements, and product improvements.

* Process Simplification: Identify opportunities to streamline workflows, reduce friction, and optimise operational tooling.

* Project Ownership: Lead and deliver small tactical projects, ensuring measurable outcomes that enhance operational performance.


* Communication & Reporting:
* Reporting: Build lightweight dashboards and reports to highlight emerging issues, trends, risks, and improvement opportunities.

* Cross-Functional Communication: Maintain clear communication across technical and non-technical teams; escalate critical blockers proactively.

* Continuous Improvement: Support testing, validation, and rollout of new processes and operational methodologies.


Essential Skills
* Operational / Analytical Background: Experience in incident management, investigations, operations, or an analytical role within a tech or service delivery setting.

* Project Management: Ability to plan, manage, and deliver small-to-medium tactical projects independently.

* Technical Tooling: Proficiency with tools such as Salesforce, Slack, and Jira.

* Data Proficiency: Strong analytical skills with experience in Tableau, Google Workspace, or similar data visualization/analysis tools.

* Insight Generation: Ability to identify patterns in complex datasets and translate insights into clear, actionable recommendations.

* Communication Skills: Ability to communicate effectively with both technical (Engineering/Product) and non-technical (Ops/Support) stakeholders.

* Ownership & Autonomy: Demonstrated ability to bring structure to ambiguity, take full ownership, and drive outcomes independently.

Desirable Skills:
* ITIL Foundation Certification (highly advantageous).

* Product Knowledge: Familiarity with QuickBooks or similar accounting/SaaS platforms.