Customer Insight Analyst

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

UK Remote | 💰 £32,900 - £44,600 (40 hours) + Incentive Awards tied to your performance + Benefits | Hear from the team ✨

Our Customer Insights team

The Customer Insights team is responsible for providing actionable, multi-source insights into our customers’ support experiences, and sharing these with Ops leadership, domains and product teams to help ensure we create the right action plans and roadmaps to deliver great experiences to all Monzo customers.

In order to do this, stakeholders require data led, actionable insights on where we are meeting our customer's expectations and where we can improve.

As a Customer Insights Analyst you’ll analyse the sources we have available to understand our customers perception of their experience (e.g. CSAT, complaints, expressions of dissatisfaction) to spot themes and perform root cause analysis, sharing your findings with stakeholders and tracking how opportunities to improve are being included in appropriate plans (e.g. domain action plans, product roadmaps or quick fix lists).

You’ll play a key role by...

Reviewing our key CX metrics each month across CSAT, Complaints and other available sources to identify trends/key drivers of the metrics and areas where further analysis is needed

Set up ways to repeat this with low effort (e.g. dashboards, training ML models etc)

Deep diving into identified areas of interest to find root causes within specific or many customer journeys, across product, processes and customer support delivery - this might involve review of customer cases, or shadowing of customer support agents.

Share findings in relevant forums to enable business leaders to understand their areas performance and opportunity areas.

Keep an overview of root cause issues identified, and track whether required improvements/opportunities have been added to owners action plans (e.g. domain continuous improvement lists, product squads roadmaps or quick fix lists)

Providing recommendations which can be shared with our product and data teams on how our data and feedback sources can be improved to enhance future insights

Providing insight to our Operational Teams that help shape the coaching and training of Customer Support Team members

We’d love to hear from you if…

You have great data analytical skills - you’re comfortable manipulating data in Looker, or other data platforms and using new tech with training.

You're a critical thinker and are able to identify the root cause of an issue along with it's compounding factors.

You are naturally curious about both data and process and look for new ways to improve both.

You're passionate about improving customer experiences.

You’re able to distill complex findings into simple, actionable summaries.

You're able to confidently communicate and present those finding to a range of stakeholders.

What’s in it for you

💰£32,900 - £44,600 (40 hours) + Incentive Awards tied to your performance 📍Remote (UK) 📚£1,000 learning budget each year to use on books, training courses and conferences. 🏡We will set you up to work from home; all employees are given MacBooks and for fully remote workers we will provide extra support for you