Remote opportunity at
MonzoSenior Service Analyst, Workforce Management
Monzo is a UK bank that provides personal and business current accounts, joint accounts, accounts for teenagers aged 16 and 17, a free children's account and…
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About This Role
Monzo is a UK bank that provides personal and business current accounts, joint accounts, accounts for teenagers aged 16 and 17, a free children's account and credit cards. It is hiring a Senior Service Analyst for its Workforce Management team, a group that uses data to decide how customer operations and service teams are staffed. The post can be performed remotely from anywhere in the UK. The contract is fixed-term…
Job Description
Monzo is a UK bank that provides personal and business current accounts, joint accounts, accounts for teenagers aged 16 and 17, a free children's account and credit cards. It is hiring a Senior Service Analyst for its Workforce Management team, a group that uses data to decide how customer operations and service teams are staffed. The post can be performed remotely from anywhere in the UK.
The contract is fixed-term for 12 months, with pay of £40,400 to £51,050 plus benefits. The analyst reports into the WFM Service Manager, and is expected to act as a self-directed contributor, owning problems and leading solutions from design through delivery. Strong data ability is central, covering detailed analysis, process automation, and building independent management information and dashboards for operations.
Typical work includes preparing data-driven reports for senior stakeholders, such as weekly summaries and monthly business reviews. The analyst would build Looker dashboards, trace the causes of service problems by combining and correcting complex datasets from several tools, and produce adaptive burndown plans that estimate when disruptions will be cleared. Other duties include handling incidents that cross team boundaries, examining gaps between demand and capacity, and working with global operations teams to judge how proposed changes will affect service.
The posting suits someone who has worked in service delivery, optimisation, workforce management or a similar analytical operations role in a quick-moving, rapidly growing business. Advanced skill with Looker and Google Sheets, the ability to present findings clearly, and experience handling incidents are all required. The role includes on-call duty for incidents on a weekday rota, and weekend work is only expected for specific projects.
Responsibilities
- Prepare data-driven reports and insights for senior stakeholders, including weekly summaries and monthly reviews
- Build Looker dashboards and standalone management information for operations teams
- Trace the causes of service problems by combining and correcting complex data from several tools
- Write efficient SQL and automate recurring work where it saves time
- Produce adaptive burndown plans that estimate when disruptions will be cleared
- Handle incidents that span several domains and take part in the on-call rota
- Examine gaps between demand and capacity and advise on workload and routing
- Work with global operations teams on performance expectations and the service impact of changes
Requirements
- Proven background in service delivery, optimisation, workforce management or similar analytical operations roles
- Experience working in a quick-moving, rapidly growing organisation
- Advanced skill with Looker and Google Sheets, and in presenting findings through slides and documents
- Experience handling incidents and building practical, data-driven plans
- Ability to manage a project from start to finish with little oversight
- Grasp of how tasks are assigned and routed, scheduled activities and workforce optimisation
Core Skills
Benefits
- Annual learning allowance of £1,000 for books, courses and conferences
- Equipment and home-office support for fully remote staff, including a MacBook
- Flexible working hours
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the Senior Service Analyst role based?
The post can be done remotely from anywhere in the UK, or from the London or Cardiff office.
What type of contract is offered?
It is a full-time, 12-month fixed-term contract.
What is the salary?
The posting lists £40,400 to £51,050 plus benefits.
What does the hiring process involve?
There are four steps: application questions, a recruiter call, a take-home task, and a final-stage interview covering a task presentation and technical and values questions.
Does the role involve out-of-hours work?
The analyst takes part in an on-call rota for incidents on weekdays, and weekend work is only occasionally needed for specific projects.
Sample Interview Questions
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