Monzo is looking for a Service Analyst, Workforce Management on a 12-month Fixed Term Contract. You’ll join our Customer Operations team to optimize service delivery and staffing. Your role will focus on managing real-time demand and performance, identifying trends, and collaborating across teams to maintain high service levels within a specific domain.

What You'll Do

Analyze domain-specific datasets to identify patterns and trends related to service performance.
Proactively identify trends that might affect performance in your domain.
Work within your allocated domain to continuously strive for improved SLAs and identify seasonality trends.
Regularly evaluate service processes and make adjustments and enhancements to improve results.
Work closely with Operations, Product, Risk teams, Change partners, and domain analysts to deliver accurate service insights and support.
Build and maintain good relationships with Team Managers and Operations Managers to ensure they are supported with intra-day needs.
Collaborate with WFM Analyst and Forecast Analyst to meet queue-specific requirements.
Work with your domain's outsourced real-time teams to align on daily action plans and ensure understanding of performance or volume trends.
Manage task views, routing and short-term Verint changes, ensuring work goes to the right person at the right time.
Conduct deep dives to identify issues between supply/demand at all intervals and skilling gaps where your domain is misaligned with the operation.
Assess the service impact of proposals and changes due to be implemented in your domain.
Raise and respond to incidents when required, providing regular updates and escalating if and when required.

What We're Looking For

A solid background in workforce management, with hands-on experience supporting operational teams and improving performance.
Deep care about service quality and understanding of the key drivers that contribute to delivering great customer experiences.
Proficient in Google Sheets / Excel and Looker, able to create insightful visualisations and reports to support domain-specific decision-making.
A basic understanding of BigQuery.
Experience in working with both live and historical data to identify trends, investigate issues, and clearly communicate insights to stakeholders, including senior leadership.
Ability to assess situations with broad customer impact and make informed, risk-aware decisions under pressure.
Ability to manage multiple tasks and incident types with different urgency levels (e.g., critical, urgent, upcoming), and consistently maintain high availability to provide support.
Work effectively with colleagues across different geographies, even when interests or priorities may not always align.
Excellent communicator, both in writing and during calls or virtual meetings, able to convey complex ideas simply and effectively.
The ability to make and receive calls with colleagues and stakeholders.

Technical Stack

Google Sheets
Excel
Looker
BigQuery
Verint

Team & Environment

You’ll be part of the Workforce Management team within Customer Operations.

Benefits & Compensation

Compensation: £32,900 to £41,675 + equity in the form of stock options.
Stock options
Flexible working hours
A learning budget of £1,000 a year for books, training courses and conferences
Work from home setup including a Macbook

Work Mode

This is a hybrid role. You can be based in our London or Cardiff offices, or work remotely within the UK.

Monzo is 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.