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Senior Service Analyst, Workforce Management

Monzo Bank· Customer Operations
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Hybrid (UK)£40.4k - £51.1kfixed-term contractPosted 1w ago

About the role

Senior Service Analyst role within Monzo's Workforce Management team on a 12-month fixed-term contract. Focus on data-driven insights to staff customer operations and service teams, building dashboards, performing analysis, and leading end-to-end solution delivery.

Responsibilities

  • Executive Communication & Reporting: compile data-driven reports for senior stakeholders, including weekly reporting, Monthly Business Reviews (MBRs), Ops Monitoring, and Domain Weekly Business Reviews (WBRs).
  • Data Pipeline & Dashboard Creation: independently create Looker dashboards and standalone MI to support operations.
  • In-depth Analysis & Automation: perform root-cause analysis, merge/amend complex data across tools (Looker, Anaplan, Airtable, Google Sheets); write SQL; automate processes.
  • Dynamic Burndown Plans: create plans to predict return-to-service dates and forecast resolution timelines.
  • Incident Management & Rota: manage cross-domain incidents with data-driven solutions; on-call Mon-Fri; possible occasional weekend work for specific projects.
  • Service Deep Dives & Routing: conduct deep-dives to balance supply and demand, manage workload and routing.
  • Global Ops Alignment: collaborate with global ops to ensure performance and assess service impact of changes across domains.

Qualifications

  • Experience in service delivery, optimization, and workforce management or similar analytical operational roles in fast-paced, high-growth environments.
  • Ability to manage a project lifecycle with minimal oversight and drive implementation.
  • Advanced skills in Looker and Google Sheets for data storytelling; proficient in presenting findings via Google Slides/Documents (or equivalents).
  • Experience handling incidents, creating actionable plans, and delivering dynamic, data-driven solutions.
  • Strong communication skills for challenging conversations with stakeholders; ability to coach others to improve performance.
  • Solid understanding of task assignment, routing, scheduled activities, and workforce optimization principles.

Skills

Required:LookerSQLGoogle SheetsData AnalysisIncident ManagementCommunicationProject Lifecycle Management

Benefits

  • Remote UK or London/Cardiff office option
  • £40,400 - £51,050 (12 Month Fixed Term Contract)
  • MacBook provided; home setup support for fully remote workers
  • Benefits package (full list on careers page)
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Monzo Bank

A bank as smart as your phone.

YC has written a good overview of our business on their blog: https://blog.ycombinator.com/monzo-makes-money-work-for-everyone/ Our mission is to make money work for everyone. We are the UK's leading digital bank for individuals and businesses, reinventing the traditional banking industry one customer at a time. We're relentlessly mission driven and always put our customers first - from what products we chose to launch next to our transparency and use of simple language. With a Net Promoter Score of 70+, it shows. From our founding in 2015, we now have over 7 million customers in the UK (13% of UK adults) and are building out our team in the US. We've seen incredible organic growth, acquiring 150,000 customers / month in 2022, with 80% of this coming from word of mouth. Our weekly active user rate is ~60% and ~40% of our active users use us as their Main Bank account, showing that we are a product that is embedded in our users' daily lives. We've grown to ~2,450 staff (~400 of which make up the product/tech team), and are backed by YC, Stripe, Tencent, Mike Moritz, and others. Internally, we encourage an open, collaborative, and inclusive working environment - we were voted the #1 startup where people in the UK want to work for the second year running in 2022. We contribute to open source software, and we continually engage with our wonderful community. We're hiring talented, creative problem-solvers to help us build the bank of the future. Join us!

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