FOS Insights Analyst

• Join Monzo as a FOS Insights Analyst, working fully remotely from the UK. • Uncover the root causes behind complaints and Financial Ombudsman Service decisions. • Turn data into meaningful insights that help teams improve customer outcomes and prevent future harm. • Work within the Complaints team, which sits alongside Customer Operations to deliver great service even when things go wrong. • Present findings to senior leaders and governance committees to support informed decisions. • Collaborate with the Financial Ombudsman Service to share insights and find practical solutions.

• Bring experience carrying out root cause analysis and turning findings into meaningful improvements. • Understand complaint handling in an FCA-regulated environment, including the Dispute Resolution (DISP) rules. • Know the Financial Ombudsman Service, including how complaints are referred and how decisions are made. • Show confidence analysing and interpreting data, including using tools like Looker to identify trends and patterns. • Turn complex information into clear, practical recommendations that different audiences can understand. • Work comfortably with stakeholders across teams, constructively challenging decisions and influencing positive change.

• Use Looker to explore complaint and FOS data and spot trends and patterns. • Bring experience presenting insights to senior leaders or governance committees. • Show a track record of influencing change across different teams. • Apply even if you do not tick every box, as Monzo encourages applications from people keen to learn and grow.

• 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 drives complaints and decisions. • Turn complex data into clear, actionable insights and recommendations that address underlying issues. • Share findings with senior leaders and governance committees to support informed decisions and better customer outcomes. • Track agreed actions across teams, highlighting progress, challenges and opportunities for improvement. • Assess the impact of completed actions to understand what is working and where further changes are needed. • Work with the FOS to share insights, discuss differences in interpretation and identify practical solutions.

We have been Monzo customers for years and have always loved their beautiful, simple app UI. We believe their product has a positive impact on millions of customers, motivating them to be more conservative with their spending and helping them save money. Monzo, as a company, has consistently grown over the past 10 years and is known for its strong company culture, generous benefits, and leadership that strives to be truly transparent and cares about its colleagues. It is a company that helps you advance your career and grow as a professional, working with great teams. If you like to join a thriving, upcoming bank and help millions of customers lead a financially sound life, Monzo gives you the opportunity to push ahead.

• Earn £33,600–£44,450, plus incentive awards tied to your performance. • Work fully remotely from the UK, with the option of London or Cardiff. • Enjoy flexible working hours at times that suit you and your team. • Use a £1,000 annual learning budget for books, training courses and conferences. • Receive a MacBook and extra support for your work-from-home setup if you work fully remotely. • Access Monzo's wider benefits package.

Monzo is a UK bank on a mission to make money work for everyone, offering personal, business, joint, kids and teen accounts, credit cards, savings, investments and pensions. Over the last 10 years it has grown from a prepaid card into a full banking provider known for its hot coral cards, get-paid-early feature and award-winning customer service.