Senior Service Analyst, Workforce Management (WFM)

• Join the Workforce Management team on a 12-month fixed-term contract, reporting to the WFM Service Manager. • Use data-driven insights to staff customer operations and service teams accurately. • Work as a strong individual contributor, owning problems and leading the design and implementation of solutions end to end. • Perform in-depth analysis, automate processes, and create independent Management Information and dashboards to support operations. • Navigate challenging trade-offs while keeping the customer experience strong. • Go on call for incidents as part of a Monday to Friday rota, with occasional weekend work for specific projects outside the standard pattern. • Work remotely from anywhere in the UK, or from the London or Cardiff office.

• Bring demonstrable experience in service delivery, optimisation, and workforce management within a fast-paced, high-growth environment. • Manage a project’s entire lifecycle with little oversight, taking accountability for driving solutions and leading implementation. • Use Looker and Google Sheets at an advanced level for deep data storytelling, presenting clear findings through Google Slides and Documents. • Handle incidents, create actionable plans, and think up dynamic, data-driven solutions. • Hold critical conversations, communicate effectively to a wide range of stakeholders, and coach those around you to lift team performance. • Understand task views, task types, routing, scheduled activities, and workforce optimisation principles. • Be available for a Monday to Friday on-call rota.

• Write efficient SQL, which underpins the analysis and automation work. • Have worked with Anaplan and Airtable alongside Looker and Google Sheets. • Have built burndown plans or forecasting models for service recovery. • Have worked alongside global operations functions across multiple domains. • Apply even if you do not tick every box, which Monzo explicitly encourages.

• Compile data-driven reports giving senior stakeholders key insights and actions, covering weekly reporting, Monthly Business Reviews, Ops Monitoring, and Domain Weekly Business Reviews. • Independently create fully functional Looker dashboards and develop standalone MI to support operations teams. • Perform confident root-cause analysis by filtering, merging, and amending complex data across Looker, Anaplan, Airtable, and Google Sheets. • Write efficient SQL and automate wherever possible to improve efficiency. • Create dynamic burndown plans that predict return-to-service dates and forecast when service situations will fully resolve. • Manage cross-domain incidents using data-driven, dynamic solutions. • Conduct service deep dives to identify gaps between supply and demand, managing task views and routing so the right work reaches the right person at the right time. • Work with global operations functions to meet performance expectations and assess the service impact of proposed changes across domains.

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 £40,400 to £51,050 on a 12-month fixed-term contract. • Work remotely from anywhere in the UK, or from the London or Cardiff office. • Receive a MacBook, with extra support for home setup if you work fully remotely. • Spend a £1,000 annual learning budget on books, training courses, and conferences. • Interview across four stages taking around four weeks, always worked around your availability. • Contact [email protected] with any questions ahead of speaking to the recruitment team.

Monzo is on a mission to make money work for everyone, moving away from the complicated and confusing ways of traditional banking. Starting as a prepaid card, it now offers personal and business bank accounts, joint accounts, accounts for 16 to 17 year olds, a free kids account, and credit cards in the UK, alongside saving, investing, and pension consolidation. Its Workforce Management team uses data to staff customer operations and service teams, making sure the right people are in place to deliver Monzo's award-winning customer service.