[Hiring] FOS Insights Analyst @Monzo

Role Description

We’re on a mission to make money work for everyone. Our Complaints team works alongside Customer Operations to ensure customers receive the best possible service, even when things go wrong. We put empathy at the heart of how we handle complaints and use what we learn to make things better.

As a FOS Insight Analyst, you'll:

• Monitor key risk indicators, including FOS referral and overturn rates, to spot emerging trends and opportunities for improvement.
• Carry out root cause analysis and deep dives into FOS referrals and outcomes to understand what's driving complaints and decisions.
• Turn complex data into clear, actionable insights and recommendations that help teams address underlying issues.
• Share findings with senior leaders and governance committees to support informed decisions and improve customer outcomes.
• Track agreed actions across teams, highlighting progress, challenges, and opportunities to make improvements.
• Assess the impact of completed actions to understand what's working and where further changes are needed.
• Work with the FOS to share insights, discuss differences in interpretation, and identify practical solutions.

Qualifications

• Experience carrying out root cause analysis and turning findings into meaningful improvements.
• Understanding of complaint handling in an FCA-regulated environment, including the Dispute Resolution (DISP) rules.
• Familiarity with the Financial Ombudsman Service, how complaints are referred, and how decisions are made.
• Confidence in analysing and interpreting data, including using tools like Looker to identify trends and patterns.
• Ability to turn complex information into clear, practical recommendations that different audiences can understand.
• Comfortable working with stakeholders across different teams, constructively challenging decisions and influencing positive change.

Requirements

• Passionate about the role and keen to learn and grow.

Benefits

• £33,600 - £44,450 + Incentive Awards tied to your performance.
• Flexible working hours.
• £1,000 learning budget each year for books, training courses, and conferences.
• Work-from-home setup support, including MacBooks for all employees.
• Plus lots more!

Company Description

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.