Customer Insight Analyst

Overview

We're on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. With our hot coral cards and get-paid-early feature, combined with financial education on social media and award winning customer service, we have a long history of creating magical moments for our customers. We’re not about selling products – we want to solve problems and change lives through Monzo.

• Review key CX metrics each month across CSAT, Complaints and other available sources, identify trends and drivers, set up repeatable analysis tools (e.g., dashboards, training ML models).
• Deep dive into identified areas of interest to find root causes within specific or many customer journeys, across product, processes and customer support delivery; may involve review of customer cases and shadowing of support agents.
• Share findings in relevant forums to enable business leaders to understand performance and opportunities.
• Maintain overview of root‑cause issues and track incorporation of required improvements into owners’ action plans.
• Provide recommendations to product and data teams on improving data and feedback sources.
• Provide insights to operational teams to shape coaching and training of support staff.

• Strong data analytical skills; comfortable manipulating data in Looker or other platforms and using new tech.
• Critical thinker able to identify root causes and compounding factors.
• Curiosity about data and process, constantly seeking improvements.
• Passionate about enhancing customer experiences.
• Skilled at distilling complex findings into simple, actionable summaries.
• Confident communicator able to present findings to a range of stakeholders.

£32,900 – £44,600 per year (40 hours) plus incentive awards tied to performance.

Remote (UK).

£1,000 learning budget each year for books, training courses and conferences.

Work from home setup support; employees receive Mac Book, fully remote workers receive extra support for home setup.

Full list of benefits available on the company site.

Diversity and inclusion are a priority. We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin or veteran, neurodiversity or disability status.