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Monzo Bank
Monzo Bank
1,001 – 5,000 Employees
Skilled Worker Visa SponsorB2CBankingFintech
Monzo Bank is a UK-based digital bank building everyday financial services around a mobile app. Its products cover personal and joint accounts, accounts for under-16s, savings pots, investments, pensions, credit and loans, with features including fee-free spending abroad, automatic bill organisation, early salary payments and round-up savings. The company combines accessible digital banking with security measures and customer support, serving consumers through a broad fintech and banking offering.
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Senior Service Analyst, Workforce Management at Monzo Bank (UK Remote)

Lead workforce analytics and service optimisation for Monzo’s UK customer service operations using SQL, Looker, and operational data. Build reporting, forecasts, dashboards, and incident responses that support performance and service delivery.

GBUnited Kingdom
£40,400 – £51,050 / year
RemoteContractSeniorEnglish RequiredAnalyst
SQL

Description

  • Produce data-led reports with insights and recommended actions for senior stakeholders across weekly reporting, Monthly Business Reviews, Ops Monitoring, and Domain Weekly Business Reviews.
  • Build and maintain independent Looker dashboards and standalone management information for operations teams.
  • Investigate root causes by filtering, joining, and revising complex data across Looker, Anaplan, Airtable, and Google Sheets.
  • Develop efficient SQL and support automation initiatives that improve operational efficiency.
  • Create dynamic burndown plans to forecast return-to-service dates and service resolution timelines.
  • Coordinate cross-domain incidents through responsive, data-informed solutions.
  • Join the Monday-to-Friday incident on-call rota.
  • Perform detailed service reviews to uncover supply-and-demand gaps.
  • Manage task views and routing so work reaches the appropriate person at the appropriate time.
  • Partner with global operations teams to meet performance targets and evaluate the service effects of proposed changes.
  • Report to the WFM Service Manager.

Requirements

  • Proven experience in service delivery, optimisation, and workforce management in a fast-paced, high-growth environment.
  • Able to manage a project through its full lifecycle with minimal oversight.
  • Demonstrated accountability for developing solutions and leading implementation.
  • Advanced proficiency with Looker and Google Sheets for in-depth data storytelling.
  • Able to present clear findings using Google Slides and Google Docs.
  • Experience managing incidents and developing actionable response plans.
  • Able to devise flexible solutions grounded in data.
  • Confident handling challenging conversations and communicating with diverse stakeholders.
  • Able to coach colleagues and help improve team performance.
  • Understanding of task views, task types, routing, scheduled activities, and workforce optimisation principles.
  • Available for a Monday-to-Friday incident rota, with occasional weekend work for specific projects.

Benefits

  • £1,000 annual learning budget for books, training courses, and conferences.
  • MacBook supplied to every employee.
  • Additional support for fully remote employees setting up their home workspace.
  • Benefits package.
  • Remote work option.

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