Senior Service Analyst, Workforce Management (WFM)

🚀 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 ❤️

📍Remote UK | 💰£40,400 - £51,050 (12 Month Fixed Term Contract) + Benefits ✨

⭐ Our Workforce Management (WFM) team

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.

🔑 You'll play a key role in

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.

🤩 We'd love to hear from you if

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 wid