Service Analyst, Workforce Management

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.

London, Cardiff or Remote in the UK £32,900 - £42,000+ Incentive Awards tied to your performance + Benefits

The Workforce Management team is essential to the success of our Customer Operations. We are responsible for ensuring we have the right people in the right place at the right time to support our customers.

As a Service Analyst, you'll be instrumental in optimising service delivery and ensuring efficient staffing for customer operations within your specific domain. Your role will involve managing real-time customer demand and performance, identifying trends, and collaborating to maintain high service levels. In a constantly evolving environment, your proactive approach and adaptability to change will be crucial to enhancing operational efficiency and customer satisfaction within your domain. This is a 9 Month Fixed Term Contract.

Key Responsibilities

• Analyze datasets specific to your domain, identifying patterns and trends related to service performance. Proactively identify trends that might affect performance in your domain.
• Continuously strive for improved SLAs and identify seasonality trends that might affect performance. 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 as necessary.

Qualifications

• Solid background in workforce management, with hands on experience supporting operational teams and improving performance.
• Passion for service quality and understanding of key drivers that contribute to delivering great customer experiences.
• Proficiency in Google Sheets / Excel and Looker, able to create insightful visualisations and reports to support domain-specific decision-making. Basic understanding of BigQuery.
• Experience 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.
• Manage multiple tasks and incident types with different urgency levels (e.g., critical, urgent, upcoming), maintaining high availability to provide support.
• Effective collaboration 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.
• Ability to make and receive calls with colleagues and stakeholders is essential for this role.

Working Hours

Condensed four day working week (37.50 hours). Choose your own start date between 6am 8am. Shifts are placed onto a 5 week rotation, working 1 in 5 weekends (Saturday & Sunday fixed hours of 8am 7pm).

Location

Role can be based in our London office, Cardiff office or distributed working within the UK.

Compensation & Benefits

£32,900 to £42,000 + Incentive Awards tied to your performance + Benefits.

Flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.

Learning budget of £1,000 a year for 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 your work from home setup.

Equal Opportunity Statement

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. We are 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.