Remote opportunity at
MonzoFOS Insights Analyst
Monzo operates as a digital financial institution offering personal accounts, business accounts, joint options, teen and kid accounts, and credit cards, alongside savings, investments, and pension…
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About This Role
Monzo operates as a digital financial institution offering personal accounts, business accounts, joint options, teen and kid accounts, and credit cards, alongside savings, investments, and pension consolidation. The Complaints team works alongside Customer Operations to maintain customer support standards and leverage feedback for systemic improvements. The company is hiring a FOS Insights Analyst to examine root causes behind complaints and Financial Ombudsman Service decisions, transforming data into actionable guidance to…
Job Description
Monzo operates as a digital financial institution offering personal accounts, business accounts, joint options, teen and kid accounts, and credit cards, alongside savings, investments, and pension consolidation. The Complaints team works alongside Customer Operations to maintain customer support standards and leverage feedback for systemic improvements. The company is hiring a FOS Insights Analyst to examine root causes behind complaints and Financial Ombudsman Service decisions, transforming data into actionable guidance to enhance customer experiences and prevent future issues.
This position involves tracking risk indicators such as referral and overturn metrics, conducting in-depth reviews of Ombudsman outcomes, and presenting findings to senior leadership and governance committees. The analyst will monitor corrective actions, evaluate the success of implemented changes, and collaborate directly with the Financial Ombudsman Service to discuss interpretations and practical solutions.
Ideal candidates possess a background in complaint management within a regulated financial framework, familiarity with Dispute Resolution rules, and the ability to interpret data using applications like Looker. The role is available as a remote position within the UK, as well as out of offices located in London or Cardiff.
Responsibilities
- Track risk indicators including FOS referral and overturn rates to identify emerging trends
- Conduct root cause analysis and investigations into FOS referrals and decisions
- Convert complex data sets into actionable insights and strategic recommendations
- Present findings to senior leadership and governance committees to inform decision-making
- Monitor progress, challenges, and opportunities associated with cross-team actions
- Evaluate the impact of completed actions to determine effectiveness and need for further change
- Engage with the FOS to share insights, review interpretive differences, and establish practical solutions
Requirements
- Experience executing root cause analysis and translating discoveries into concrete enhancements
- Familiarity with complaint handling procedures inside an FCA-regulated environment, covering Dispute Resolution rules
- Knowledge of the Financial Ombudsman Service, referral mechanisms, and decision processes
- Capability to analyze and interpret data, utilizing tools such as Looker to recognize patterns
- Skill in translating complex information into clear, practical recommendations for diverse audiences
- Adeptness at collaborating across various teams while constructively challenging decisions
Core Skills
Benefits
- Salary between £33,600 and £44,450
- Inference awards tied to performance
- Flexible working hours
- Annual learning budget of £1,000 for books, training courses, and conferences
- MacBook provided for all employees
- Additional support for home office setups for fully remote workers
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the FOS Insights Analyst role located?
The posting specifies locations in London, Cardiff, or as remote within the UK.
What is the salary range for this position?
The salary ranges between £33,600 and £44,450, plus performance-tied incentive awards.
What are the steps in the application process?
The application journey includes four steps: the application itself, a recruiter call, a role-specific interview, and a values interview.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.
