Senior Operations Analyst

About Numan

Founded in 2018, we’ve already grown to be a 300+ team distributed across the globe, united by a singular mission: empowering people to take control of their health.

Numan is transforming health: we’ve built a cutting-edge platform that integrates diagnostics, medication, supplements, digital programmes, and doctor consultations. Giving people the tools they need to maximise life.

To deliver on our transformative mission, we are guided by our 5 company values:

• Patients first.
• Learn fast.
• Own the quality.
• Succeed together.
• Care deeply.

Backed by top-tier investors, Numan is already having a positive impact on hundreds of thousands of patients here in the UK, and we want you to help us deliver this mission!

The Role

This is a high-impact data role supporting a complex and fast-paced operations function, reporting to the Director of Analytics & Data . You’ll be the analytics partner for Numan’s clinical operations, customer care, and health coaching teams, as well as our pharmacy and fulfilment centre.

These teams run on numbers. How long a patient waits for their prescription to be approved, or for a reply from a customer care agent. Whether there are enough coaches for the patients waiting. How many orders leave the pharmacy on time, and whether the stock is there to fill them. When a process changes, you’ll build the metrics that measure it and make sure the teams can trust them.

You’ll be the custodian of those metrics end to end, from the dbt models in BigQuery to the Looker dashboards the teams open every morning. Some are live queues the teams use to divert resources during the day; others feed the weekly business reviews and longer-term planning.

You will

• Be the analytics partner for clinical operations, customer care, health coaching and the pharmacy and fulfilment centre, balancing each of their priorities and communicating timelines clearly. You’ll sit in their meetings and Slack channels, and be the first person they ask when questioning a number.
• Build and maintain the operations data models in dbt on BigQuery, and the Looker views, explores and dashboards on top of them.
• Be responsible for the surfacing of the 100+ metrics the operations teams report on (wait times and SLAs, per-hour productivity, audit scores, on-time dispatch, stock cover) and keep a written definition for each one.
• Help the teams build their demand forecasts and capacity plans, so the business knows how many people it needs and when.
• Explain why metrics move. Work out whether a change is real or can be explained by mix, reporting lag or a tracking problem, then find the cause and tell the team what to do about it.
• Help operations managers set targets and SLAs from a measured baseline, then track performance against them.
• Track the patient journey from checkout through prescription approval to first delivery, identifying where patients wait or drop out during the onboarding journey.
• Help the teams answer their own questions: walk new managers through their dashboards and explain what each metric means.
• Work with data engineering to model new data sources, and fix data quality problems when they show up.
• Occasionally support the commercial and finance teams with ad hoc analysis.
• Treat patient data with care. You’ll work with special category health data, so you’ll report in aggregate and follow UK GDPR.

You'll need

• 2-5yrs years experience as an analyst or analytics engineer, ideally in operations, customer service, healthcare or e-commerce fulfilment.
• Expert SQL, and hands-on experience building data models in dbt (or similar) and in Looker/LookML (or another BI tool). You’re comfortable with git and able to refine your work before it is reviewed.
• A good feel for operational metrics: queues and backlogs, wait times and SLAs, utilisation, productivity and forecasting.
• The ability to plan and prioritise your own work across several teams with competing requests. An understanding of how your work contributes to wider business objectives.
• Strong communication and relationship-building skills. Confidence presenting complex analysis to senior leaders.
• The ability to turn a vague question into a clear answer, and explain it simply to managers who don’t work with data every day.
• An understanding of data protection, and willingness to learn how UK GDPR applies to special category health data.
• Desirable: a background in pharmacy, clinical or healthcare operations; workforce planning; experience with tools such as Intercom, rota or inventory systems, or Amplitude; using AI assistants for analysis and code.

Our benefits include...

📈 - Share options.

🏖 - 25 days holiday, plus bank holidays (increasing to 30 the longer you stay with Numan).

🩺 - Health insurance with Vitality.

🚘 - Electric car salary sacrifice scheme with Octopus.

🧸 - Enhanced maternity and parental leave.

🥳 - A day off on your Birthday!

🐥 - Nursery benefit provided by YellowNest.

💼 - Employee assistance programme (access to therapy, financial planning and discounts).

⚖️ - Generous pension (includes both employee and employer contributions).

💻 - Flexible working options, including a dog-friendly office in Farringdon.

📚 - Personal training and development budget via Learnerbly.

👟 - Wellhub membership, giving you access to over 2,000 locations in the UK.

🚲 - Cycle to work scheme.

🚆 - Season ticket loan.

% - Discount on Numan products for your friends and family.

🤲 - Paid volunteering days.

📅 - An additional 2 weeks off once you reach your 5th anniversary with Numan.

Diversity at Numan

At Numan, people are at the heart of who we are. We recognise and value the unique perspectives and experiences that individuals from all backgrounds bring.

We promote innovation and creativity, enabling us to tackle things from various viewpoints and are committed to equal opportunities and continuously strive to create a workplace where everyone feels respected, heard, and valued.

Embracing diversity isn't just our goal; it's our strength, driving us towards a more inclusive future.