Senior Service Analyst, Workforce Management

We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our 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

This is an excellent opportunity to step into a key Senior Service Analyst role on a 12-month fixed-term contract. You'll report to the WFM Service Manager and play a vital role in using data-driven insights to perfectly staff our customer operations and service teams.

You will be a strong individual contributor, taking ownership of problems and leading on the design and implementation of solutions from start to finish. We are looking for someone with strong data skills to perform in-depth analysis, automate processes, and create independent Management Information (MI) and dashboards to support operations.

• Executive Communication & Reporting: compile data-driven reports for senior stakeholders
• Data Pipeline & Dashboard Creation: creating Looker dashboards and standalone MI
• In-depth Analysis & Automation: root-cause analysis using Looker, Anaplan, Airtable, Google Sheets and SQL
• Dynamic Burndown Plans and Incident Management & Rota (Monday to Friday on-call)
• Service Deep Dives & Routing and Global Ops Alignment

• You have demonstrable experience in service delivery, optimisation, and workforce management within a fast-paced, high-growth environment
• You are highly capable of managing a project's entire lifecycle with little oversight
• You possess an advanced ability to use Looker and Google Sheets
• You have experience handling incidents and creating actionable plans
• You are comfortable with critical conversations and communicating to stakeholders

We will set you up to work from home; all employees are given Mac Books and for fully remote workers we will provide extra support for your work-from-home setup.

£1,000 learning budget each year to use on books, training courses and conferences.