[Hiring] Senior Service Analyst @Monzo

Role Description

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. You will help us comfortably navigate challenging trade-offs to achieve our goals while giving our customers the best experience possible.

• Executive Communication & Reporting: Compile data-driven reports that provide key insights and actions for senior stakeholders, including weekly reporting, Monthly Business Reviews (MBRs), Ops Monitoring, and Domain Weekly Business Reviews (WBRs).
• Data Pipeline & Dashboard Creation: Independently create fully functional Looker dashboards and develop standalone MI to support the operations teams.
• In-depth Analysis & Automation: Perform confident root-cause analysis by filtering, merging, and amending complex data across Looker, Anaplan, Airtable, and Google Sheets. Write efficient SQL code and facilitate automation wherever possible to improve efficiency.
• Dynamic Burndown Plans: Create dynamic burndown plans to accurately predict return-to-service dates and forecast when service situations will be fully resolved.
• Incident Management & Rota: Manage cross-domain incidents using data-driven and dynamic solutions. Be on call for incidents as part of a Monday to Friday rota.
• Service Deep Dives & Routing: Conduct deep dives to identify gaps between supply and demand, managing task views and routing, ensuring the right work goes to the right person at the right time.
• Global Ops Alignment: Work closely with our global ops functions to ensure performance expectations are met and assess the service impact of proposed changes across various domains.

Qualifications

• Demonstrable experience in service delivery, optimisation, and workforce management within a fast-paced, high-growth environment.
• Highly capable of managing a project's entire lifecycle with little oversight, taking accountability for driving solutions and leading implementation.
• Advanced ability to use Looker and Google Sheets for deep data storytelling and presenting clear findings via Google Slides and Documents.
• Experience handling incidents, creating actionable plans, and thinking of dynamic, data-driven solutions.
• Comfortable with critical conversations, communicating effectively to a wide range of stakeholders, and coaching those around you to elevate team performance.
• Great understanding of task views, task types, routing, scheduled activities, and workforce optimisation principles.

Benefits

• £40,400 - £51,050 (12-Month Fixed Term Contract).
• This role can be based remotely anywhere in the UK, or our London or Cardiff office.
• You will be on call for incidents as part of a Monday to Friday rota. You may occasionally be asked to work a weekend to support very specific projects, but this is not part of your standard working pattern.
• We will set you up to work from home; all employees are given MacBooks 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.
• Plus lots more!