Operations Analyst

Tactical Operations Analyst London (Hybrid) | Approx. £54,000 | Fixed-Term Contract Customer Success supports small business owners, accountants, and self-employed individuals across EMEA. We reduce friction, improve product quality, and drive outcomes that matter for customers and the business. As a Tactical Operations Analyst , you will join the Investigations & Incidents team. You will strengthen the operational foundation of the tactical function by ensuring incidents, investigations, break fixes, and case work are handled with accuracy, discipline, and clear prioritisation. You will also identify opportunities to simplify processes, reduce friction, and improve workflows that support better customer and employee experiences. This role is ideal for someone who can move between operations, analysis, and project delivery. You will work with cross-functional partners to understand root causes, identify patterns, influence prioritisation, and help drive actions that improve product quality and operational performance. We are not looking for someone to work through a queue. Instead, you will help the team maintain a consistent and structured approach to handling investigations and incidents. This includes ensuring work is picked up on time, progressed appropriately, and escalated when needed. You will help surface gaps in process, tooling, prioritisation, or capacity so issues can be addressed quickly. You should be comfortable working independently, asking the right questions, and bringing clarity where there is ambiguity. You will be analytical, proactive, and confident leading small workstreams that support operational outcomes.

Responsibilities

• Support timely and consistent handling of incidents, investigations, and related case work.
• Ensure cases are triaged and progressed in line with expectations, highlighting gaps in speed, quality, or process.
• Coordinate incident workflows and ensure investigations are assessed and assigned accurately.
• Perform root cause analysis and identify trends across incidents and recurring issues.
• Provide analytical insights that help prioritise fixes and improvements with Product and Engineering teams.
• Contribute to improvements that reduce time to triage and resolve.
• Own and deliver small tactical projects with clear and measurable outcomes.
• Identify opportunities to streamline workflows, tools, and handoffs.
• Produce lightweight reporting and dashboards to highlight trends, risks, and opportunities.
• Maintain clear communication across teams, sharing updates and blockers as needed.
• Support continuous improvement efforts and test new approaches.

Skills & Qualifications

• Experience in incident management, investigations, operations, or an analytical role in a technology or service environment.
• Ability to manage small to medium projects from planning through execution.
• Strong analytical skills with experience using Tableau and Google Workspace.
• Comfortable using Slack, Salesforce, Jira, and similar operational tools.
• Ability to identify patterns in data and turn insights into actionable recommendations.
• Strong communication skills and comfort working with technical and non-technical partners.
• Ability to work independently and take ownership of outcomes.
• ITIL Foundation preferred.
• Experience with accounting tools or similar operational systems is highly advantageous.