Services Analytics Team Leader

Department: Analytics Department

Employment Type: Full Time

Location: Cyprus

Description

Key Responsibilities

• Own the analytics strategy and roadmap for the Services cluster (Watchdocs, Trust & Safety, Customer Support, CX, Antifraud), align it with company-level priorities, and defend it in front of senior leadership
• Build, grow, and develop a team of 11+ (analysts) — hiring, mentoring, and setting quality standards across the cluster
• Lead Antifraud analytics: detect and quantify fraudulent behavior across rides, transactions, and ratings; evaluate the effectiveness of anti-fraud rules and models and their trade-off with false positives
• Drive Trust & Safety analytics: measure incident rates, evaluate the impact of safety features, and help prioritize initiatives that reduce risk for passengers and drivers
• Oversee Customer Support analytics: assess support tooling and automation effectiveness, contact-rate drivers, resolution quality, and WFM analytics for agent capacity and performance
• Lead CX analytics: connect Voice-of-the-Customer metrics (CSAT/DSAT) to business outcomes such as retention and revenue, and turn feedback into prioritized product and operational actions
• Guide Watchdocs analytics: the document-verification funnel, compliance coverage, and the balance between compliance rigor and a smooth driver onboarding experience
• Define and standardize metrics, definitions, and monitoring across the cluster; ensure data quality in partnership with DWH, DS, and Engineering
• Establish best practices in experimentation (A/B testing), causal inference, forecasting, and effect measurement across the team
• Partner cross-functionally at the company level (Product & Tech & Business, DWH, DS, Engineering) and act as a trusted advisor to Head / Director / C-suite stakeholders

Skills, Knowledge and Expertise

• 6+ years of experience in data or product analytics, preferably in tech, ride-hailing, marketplace, or platform businesses
• 2+ years of people management, leading teams of 10+ people, including other managers or team leads
• Strong expertise in SQL and Python (or R), with a solid foundation in statistics and experimentation (A/B testing, causal inference)
• Proven ability to translate large volumes of behavioral, operational, and feedback data into decisions that balance risk, cost, and user experience
• Experience partnering with senior stakeholders (Head / Director / C-suite) and forming and defending strategy at the company level
• Proficiency in BI tools (Tableau, Looker, Redash, or similar)
• Strong communication skills and the ability to present complex findings clearly to both technical and non-technical audiences
• English proficiency at B2 or higher for international collaboration

• Hands-on experience in one of the Services domains — Trust & Safety, Antifraud, Customer Support / WFM, CX / Voice-of-the-Customer, or compliance
• Experience with fraud / risk modeling, anomaly detection, or safety analytics
• Familiarity with text / sentiment analysis for customer-feedback data
• Experience scaling analytics across multiple countries and verticals

Why join us

• Help us challenge injustice by creating fair choices for millions of people across 48 countries
• Develop your professional skills with access to mentoring, career consulting, and learning programs
• Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program
• Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects
• Work alongside people who take initiative, speak openly, and challenge themselves to grow
• Improve your language skills through co-financed courses and internal speaking clubs
• Annual salary from EUR 90 700 gross