FOS Insights Analyst New Cardiff, London or Remote (UK)

Monzo; Cardiff; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Learning budget £1,000 per year

MacBook provided for remote/work-from-

Home office setup support

Job summary

Monzo in Cardiff is seeking a Financial Ombudsman Service (FOS) Insight Analyst to uncover root causes behind complaints and turn data into actionable insights that drive customer outcomes.

You will monitor risk indicators, perform deep dives into FOS referrals and outcomes, and translate complex data into practical recommendations for teams and governance bodies.

Qualifications

• Experience performing root cause analysis and turning findings into improvements.
• Familiarity with complaint handling in FCA environments (DISP rules).
• Experience analysing data and identifying trends using Looker.

Responsibilities

• Monitor key risk indicators and spot trends in FOS referrals and outcomes.
• Carry out root cause analysis and deep dives into FOS referrals/outcomes.
• Turn complex data into actionable insights and recommendations for teams.
• Share findings with senior leaders and governance committees to drive decisions.
• Track agreed actions across teams and report progress/challenges.
• Assess impact of actions to determine effectiveness and needed changes.
• Collaborate with the FOS to discuss interpretations and practical solutions.

Skills

Root cause analysis

Data interpretation

Looker

Stakeholder management

Complaint handling

Tools

Looker

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

Our Complaints team

Our mission is to make money work for everyone. And while having a great app is part of that, we pride ourselves on providing world-class support. By solving customers' problems, treating them fairly and being transparent, we're making banking better

Our Complaints team works alongside Customer Operations to make sure customers receive the best possible service, even when things go wrong. We put empathy at the heart of how we handle complaints and use what we learn to make things better.

The Financial Ombudsman Service (FOS) plays an important role in helping us improve. As a FOS Insight Analyst, you'll uncover the root causes behind complaints and Ombudsman decisions, turn data into meaningful insights and help teams make changes that improve customer outcomes and prevent future harm.

• Monitoring key risk indicators, including FOS referral and overturn rates, to spot emerging trends and opportunities for improvement.
• Carrying out root cause analysis and deep dives into FOS referrals and outcomes to understand what's driving complaints and decisions.
• Turning complex data into clear, actionable insights and recommendations that help teams address underlying issues.
• Sharing findings with senior leaders and governance committees to support informed decisions and improve customer outcomes.
• Tracking agreed actions across teams, highlighting progress, challenges and opportunities to make improvements.
• Assessing the impact of completed actions to understand what's working and where further changes are needed.
• Working with the FOS to share insights, discuss differences in interpretation and identify practical solutions.

• You have experience carrying out root cause analysis and turning findings into meaningful improvements.
• You understand complaint handling in an FCA-regulated environment, including the Dispute Resolution (DISP) rules.
• You're familiar with the Financial Ombudsman Service, how complaints are referred and how decisions are made.
• You're confident analysing and interpreting data, including using tools like Looker to identify trends and patterns.
• You can turn complex information into clear, practical recommendations that different audiences can understand.
• You're comfortable working with stakeholders across different teams, constructively challenging decisions and influencing positive change.

What’s in it for you

• We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
• £1,000 learning budget each year to use on 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.
• Plus lots more! Read our full list of benefits .

The application journey has 4 key steps

1. Application
2. Recruiter call
3. Role Specific Interview
4. Values Interview

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

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 , 2026 Diversity and Inclusion Report and 2025 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.