Senior Service Analyst (Workforce Management)

Join Monzo as a Senior Service Analyst (Workforce Management) on a 12-month fixed-term contract. In this key role, you will use data-driven insights to optimize staffing for our customer operations and service teams. Your responsibilities will include compiling reports for senior stakeholders, creating dashboards, performing in-depth analysis, managing incidents, and aligning with global ops functions. Enjoy benefits such as a yearly salary review, flexible working hours, work-from-home opportunities, and a learning budget.

• Compiling 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).
• Independently creating fully functional Looker dashboards and developing standalone MI to support the operations teams, performing confident root-cause analysis by filtering, merging, and amending complex data.
• Creating dynamic burndown plans to accurately predict return-to-service dates and forecast when service situations will be fully resolved, and managing cross-domain incidents using data-driven and dynamic solutions.

• 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
• Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!
• You are comfortable with critical conversations, communicating effectively to a wide range of stakeholders, and coaching those around you to elevate team performance
• You are highly capable of managing a project's entire lifecycle with little oversight, taking accountability for driving solutions and leading implementation
• You possess an advanced ability to use Looker and Google Sheets for deep data storytelling and presenting clear findings via Google Slides and Documents (or similar tools)
• You have a great understanding of task assignment, routing, scheduled activities, and workforce optimisation principles
• You have demonstrable experience in service delivery, optimisation, and workforce management or similar analytical operational roles within a fast-paced, high-growth environment
• You have experience handling incidents, creating actionable plans, and thinking of dynamic, data-driven solutions