Senior Service Analyst, Monzo
Workforce Management
£40.4-51k
Digital-only bank platform and marketplace
Be an early applicant
Digital-only bank platform and marketplace
1001+ employees
Be an early applicant
£40.4-51k
1001+ employees
Company mission
To build a new kind of bank that makes money work for everyone.
Role
Who you are
- You have demonstrable experience in service delivery, optimisation, and workforce management within a fast-paced, high-growth environment
- 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 Documentsx
- You have experience handling incidents, creating actionable plans, and thinking of dynamic, data-driven solutions
- You are comfortable with critical conversations, communicating effectively to a wide range of stakeholders, and coaching those around you to elevate team performance
- You have a great understanding of task views, task types, routing, scheduled activities, and workforce optimisation principles
- 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!
What the job involves
- 12 Month Fixed Term Contract
- This is an excellent opportunity to step into a key Senior Service Analyst role on a 12-month fixed-term contract. You'll report to the WFM Service Manager and play a vital role in using data-driven insights to perfectly staff our customer operations and service teams
- 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. You will help us comfortably navigate challenging trade-offs to achieve our goals while giving our customers the best experience possible
- Executive Communication & Reporting: You will compile 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)
- Data Pipeline & Dashboard Creation: Independently creating fully functional Looker dashboards and developing standalone MI to support the operations teams
- In-depth Analysis & Automation: Performing confident root-cause analysis by filtering, merging, and amending complex data across Looker, Anaplan, Airtable, and Google Sheets. You will write efficient SQL code and facilitate automation wherever possible to improve efficiency
- Dynamic Burndown Plans: Creating dynamic burndown plans to accurately predict return-to-service dates and forecast when service situations will be fully resolved
- Incident Management & Rota: Taking responsibility for managing cross-domain incidents using data-driven and dynamic solutions. You will be on call for incidents as part of a Monday to Friday rota. You may occasionally be asked to work a weekend to support very specific projects, but this is not part of your standard working pattern
- Service Deep Dives & Routing: Conducting deep dives to identify gaps between supply and demand, managing task views and routing, and ensuring the right work goes to the right person at the right time
- Global Ops Alignment: Working closely with our global ops functions to ensure performance expectations are met and assessing the service impact of proposed changes across various domains
Application process
- Application Questions
- Call with a Recruiter
- Task
- Interview (Role-specific and values combined) and Present Back Task
- Our average process takes around 4 weeks but we'll always work around your availability
- Closing date for this role is the 28th of August 2026
Our take
Monzo is a challenger bank that fully operates online and offers a full range of current, savings, business accounts, and more. The speed of the challenger banks to provide a great experience has been impressive, and the number of competitors appearing has proven the consumer desire for innovation.
Monzo remains one of the popular online banks, with more than 6 million active users. The company faces competition from more traditional banks, such as Goldman Sachs and JP Morgan, which have launched their own digital banks. However, the new technologies that the company is built on enable it to expand quickly (with fewer issues) than the incumbent players' offerings.
With an increasing amount of people switching banks, the company's ever-expanding suite of banking and financial services (such as its buy-now-pay-later offering) has resulted in Monzo receiving the second-highest net switching gains among digital challenger banks (just behind Starling).
The company launched in the US market in early 2022, partnering with Sutton Bank to provide accounts there. After several years focused on narrowing its losses, Monzo hit profitability in the first two months of 2023. It is now moving forward with an IPO, targeting a £6-7 billion valuation
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 18 rounds)
May 2024
$190m
LATE VC
Mar 2024
$458.3m
LATE VC
Total funding: $1.9bn
Company benefits
- Yearly Salary Review + Proactive pay increases to reflect growing responsibilities + Share options
- Flexible working hours
- Work From Home Opportunities + we'll pay for any equipment you need to do your job
- 24 days holiday a year, plus bank holidays
- Paid sick leave for both physical & mental health + Health insurance via AXA or Vitality + Additional health insurance through Medicash
- Employee Assistance Programme
- Learning budget of £1,000 a year
- Aviva Pension Scheme + 4% Employer Contribution
- Paid maternity, paternity, adoption or shared parental leave (after 13 weeks of employment)
- 52 weeks of primary caregiver leave (6 months at 100% pay, 13 weeks at Statutory Maternity Pay, 13 weeks unpaid)
- 3 months of secondary caregiver leave at 100% pay
- Unum Life Insurance
- Access to fertility and family-forming health benefits via Fertifa
- Abellio Season Travel Tickets + Cycle-to-Work Scheme
Company HQ
City of London, London, UK
Leadership
TS Anil
(Vice Chair)Previous ly CEO of the company. Also a Board Member at Accion. Previously Board Member at UK Finance, Global Head of Payments, Products & Platforms at Visa and was the Global Head of Retail Products at Standard Chartered Bank.
Share this job
View 56 more jobs at Monzo