Monzo is looking for an Operations Data & Insights Manager to lead a team of analysts and partner with Senior Leaders across Specialist Services (Complaints, Financial Health, VAIB). You will deliver our business strategy by creating insightful data and reporting to manage risk, inform leaders, and support exceptional customer service and positive colleague experience.

What You'll Do

Build the data and insights team across specialist services, ensuring a data-led approach to identifying opportunities and risks.
Work alongside Operations Managers, Senior Managers and Directors to ensure data analysis and identification of risks and opportunities are appropriately raised and implemented.
Ensure the accuracy of data insights with a view to have all standard data in one central automated repository.
Share data and insight using a storytelling approach, creating high-standard narrative that supports operational objectives and strategy.
Actively support strategies across complaints and vulnerable customers to ensure reporting and insights are of a high standard and within regulatory standards.
Build strong relationships across Monzo’s Data Insight Teams and Squads to drive business change and avoid duplication of effort.
Collaborate with Workforce Management teams to create opportunities to improve customer outcomes and business efficiencies.

What We're Looking For

Excellent analytical skills and able to understand and interpret data and create and share engaging and informative insight.
Expert knowledge of at least one or more of the specialist services areas, specifically Complaints and/or VAIB (Vulnerability, Accessibility, Inclusion, Bereavement).
Strong stakeholder management skills.
Excellent English written & verbal communication skills.
Values driven approach in line with Monzo’s core values.
Strong leadership and proven people management experience.
Strong ability to coach and develop teams and individuals to achieve and maintain targets.
Strong communications skills and be able to deliver business wide messages in line with our values and ensure message has landed with clarity.
Ability to provide specific actionable feedback to a wide range of audiences and levels.
Ability to work well independently & work collaboratively as part of a team.
Ability to work to deadlines and prioritise time sensitive workloads.
Advanced skills in planning and organisation with the ability to re-prioritise workload and be able to effectively deal with change at short notice.
Lead by example at all times and deliver on our values and competency framework for the Team Manager role.

Team & Environment

You will lead a team of Data & Insights analysts and partner with Senior Leaders across Specialist Services (Complaints, Financial Health, VAIB).

Benefits & Compensation

Salary: £50,200 - £63,450 + equity: share options
£1,000 learning budget each year to use on books, training courses and conferences.
Set up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

Work Mode

This position is based in the UK.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.