Customer Insight Manager
Posted 1 day 11 hours ago by Monzo
Permanent
Not Specified
Government & Defence Jobs
London, United Kingdom
Job Description
We're on a mission to make money work for everyone.
We're waving goodbye to the complicated and confusing ways of traditional banking.
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 in the UK £47,600 - £60,200 depending on experience displayed in your CV and interview + share options + Benefits
As we continue our mission at Monzo to help 'Make money work for Everyone', we need to continually transform the voice of the customer throughout their journeys into actionable insights, empowering teams across the business to optimise our products and support services.
As our Customer Insights Managers, you'll lead the team of analysts responsible for creating actionable, multi-source insights into our customers' experiences, which fully identify the root cause of any pain points. We're looking for a leader able to support the team to have maximum impact by:
What's in it for you
We guarantee to approve time off on your birthday if it falls on a day you're scheduled to work and it's outside of your training period.
This role is remote based in the UK
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 your work-from-home setup.
£1,000 learning budget each year to use on books, training courses and conferences.
The application journey has 4 key steps
You'll hear from us throughout the application process, but if you've got any questions, please reach out to . You can also use this email address to let us know if there's anything we can do to make the process easier for you because of disability, neurodiversity or anything else.
Please note you should submit your own application without help from other sources e.g Others/ChatGPT any applications whereby external support has been provided will be disqualified.
Equal opportunities for everyone
Diversity and inclusion are a priority for us and we're making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we're embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog , 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.
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.
If you have a preferred name, please use it to apply. We don't need full or birth names at application stage
Apply for this job
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First Name
Last Name
Email
Phone
Resume/CV
Enter manually
Accepted file types: pdf, doc, docx, txt, rtf
Given your experience of available tools/techniques, what's the single most impactful and innovative change you'd suggest to how we gather and interpret customer feedback at Monzo, if you were in this role?
Please share an example of how a findings from your root cause analysis lead to a meaningful improvement in the customer's experience
Do you have direct experience of managing a team? Select
If you'd like to, please share your preferred pronouns (eg. they/them/theirs, she/her/hers).
If you'd like to, please spell out your name how it's pronounced so we know how to say it.
Keeping your data safe is really important to us. Select
Do you have the full right to work in the UK?
Identity survey Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow.
Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is:
How would you describe your gender identity? Select
Do you identify as transgender? Select
What's your sexual orientation? Select
Do you identify as having a disability? Select
Do you consider yourself to be neurodivergent? Select
How would your describe your ethnicity? Select
Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.
As set forth in Monzo's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.
. click apply for full job details
We're waving goodbye to the complicated and confusing ways of traditional banking.
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 in the UK £47,600 - £60,200 depending on experience displayed in your CV and interview + share options + Benefits
As we continue our mission at Monzo to help 'Make money work for Everyone', we need to continually transform the voice of the customer throughout their journeys into actionable insights, empowering teams across the business to optimise our products and support services.
As our Customer Insights Managers, you'll lead the team of analysts responsible for creating actionable, multi-source insights into our customers' experiences, which fully identify the root cause of any pain points. We're looking for a leader able to support the team to have maximum impact by:
- Optimising our trend and root cause analysis methods for the current feedback sources we have available (e.g. CSAT, complaints, expressions of dissatisfaction) - striking the perfect balance between robust data analysis, smart technical solutions, and crucial human qualitative review
- Enhancing how we share findings with stakeholders and track how opportunities are being actioned
- Exploring alternative feedback sources and ways to understand the voice of our customers
- Regularly analyse our performance: Review 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
- Uncover root causes: Deep dive into identified areas of interest to find root causes within specific or many customer journeys
- Influence change: Share findings in relevant forums to enable business leaders to understand their areas performance and opportunity areas
- Track and ensure action: Keep an overview of root cause issues identified, and track whether required improvements/opportunities have been actioned
- Automate and enhance insights: Set up ways to make analysis easier and richer (e.g. creating self serve dashboards, working with our ML team to train internal models)
- Innovate and improve: Propose how our data, feedback sources and analysis tools can be improved to enhance future insights, and work with our product/data teams or external suppliers to enable these improvements
- Strong background in CX metrics (e.g. complaints, CSAT, NPS)
- Proficiency in trend and root cause analysis techniques
- Able to integrate data from multiple feedback sources
- Experience in tracking and measuring the impact of insights and recommended actions
- Comfortable manipulating data in Looker or other similar tools
- Understanding and experience with emerging analysis tools (LLMs etc.)
- Skills in coaching and developing analytical talent, fostering continuous improvement within the team
- Strong communications skills and stakeholder management
- Ability to create a clear narrative and actionable insights for diverse business stakeholders
- Capability to build strong relationships across product, engineering, operations, and leadership teams.
What's in it for you
We guarantee to approve time off on your birthday if it falls on a day you're scheduled to work and it's outside of your training period.
This role is remote based in the UK
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 your work-from-home setup.
£1,000 learning budget each year to use on books, training courses and conferences.
The application journey has 4 key steps
- Phone screening with Recruiter
- 1 hour role specific/technical interview
You'll hear from us throughout the application process, but if you've got any questions, please reach out to . You can also use this email address to let us know if there's anything we can do to make the process easier for you because of disability, neurodiversity or anything else.
Please note you should submit your own application without help from other sources e.g Others/ChatGPT any applications whereby external support has been provided will be disqualified.
Equal opportunities for everyone
Diversity and inclusion are a priority for us and we're making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we're embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog , 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.
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.
If you have a preferred name, please use it to apply. We don't need full or birth names at application stage
Apply for this job
indicates a required field
First Name
Last Name
Phone
Resume/CV
Enter manually
Accepted file types: pdf, doc, docx, txt, rtf
Given your experience of available tools/techniques, what's the single most impactful and innovative change you'd suggest to how we gather and interpret customer feedback at Monzo, if you were in this role?
Please share an example of how a findings from your root cause analysis lead to a meaningful improvement in the customer's experience
Do you have direct experience of managing a team? Select
If you'd like to, please share your preferred pronouns (eg. they/them/theirs, she/her/hers).
If you'd like to, please spell out your name how it's pronounced so we know how to say it.
Keeping your data safe is really important to us. Select
Do you have the full right to work in the UK?
Identity survey Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow.
Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is:
- Voluntary . And we've included a "prefer not to say" option for every question. It'd be helpful if you still fill out the survey even if you choose "prefer not to say" for every question, as it's useful for us to understand & record this. We won't know if you choose to fill this survey in or not.
- Anonymous to Monzo . We can't tie your responses to you and they won't make a difference to the outcome of your application. We'll only use grouped responses for equal opportunities monitoring in our hiring process.
How would you describe your gender identity? Select
Do you identify as transgender? Select
What's your sexual orientation? Select
Do you identify as having a disability? Select
Do you consider yourself to be neurodivergent? Select
How would your describe your ethnicity? Select
Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.
As set forth in Monzo's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.
. click apply for full job details