Senior Service Analyst (Workforce Management)

Monzo; United Kingdom; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Yearly salary review

Flexible working hours

Work From Home opportunities

24 days holiday + bank holidays

Employee Assistance Programme

Health insurance

Job summary

Monzo is seeking a Senior Service Analyst on a 12-month fixed-term contract to drive data-driven staffing for customer operations and service teams. You will report to the WFM Service Manager and deliver executive reporting, dashboards, and MI to support decision making.

The role emphasizes data storytelling, SQL proficiency, and end-to-end ownership of analytics from data extraction to solution implementation, with on-call incident management and potential weekend project support.

Qualifications

• Strong data skills for in-depth analysis and data-driven insights.
• Ability to automate processes and develop MI dashboards.
• Experience with Looker, SQL, and cross-tool data integration.

Responsibilities

• Compile data-driven reports for senior stakeholders (weekly, monthly reviews).
• Create Looker dashboards and standalone MI to support operations.
• Perform root-cause analysis and automate data workflows.

Skills

Data analysis

Looker

SQL

Automation

Data storytelling

Tools

Looker

Anaplan

Airtable

Google Sheets

Job description

• This is an excellent opportunity to step into a key Senior Service Analyst role on a 12-month fixed-term contract. You’ll report to the WFM Service Manager and play a vital role in using data-driven insights to perfectly staff our customer operations and service teams
• You will help us comfortably navigate challenging trade-offs to achieve our goals while giving our customers the best experience possible
• Executive Communication & Reporting: You will compile data-driven reports that provide key insights and actions for senior stakeholders, including weekly reporting, Monthly Business Reviews (MBRs), Ops Monitoring, and Domain Weekly Business Reviews (WBRs)
• Data Pipeline & Dashboard Creation: Independently creating fully functional Looker dashboards and developing standalone MI to support the operations teams
• In-depth Analysis & Automation: Performing confident root-cause analysis by filtering, merging, and amending complex data across tools like Looker, Anaplan, Airtable, and Google Sheets. You will write efficient SQL code and facilitate automation wherever possible to improve efficiency
• Dynamic Burndown Plans: Creating dynamic burndown plans to accurately predict return-to-service dates and forecast when service situations will be fully resolved
• Incident Management & Rota: Taking responsibility for managing cross-domain incidents using data-driven and dynamic solutions. You will be on call for incidents as part of a Monday to Friday rota. You may occasionally be asked to work a weekend to support very specific projects, but this is not part of your standard working pattern
• Service Deep Dives & Routing: Conducting deep dives to identify gaps between supply and demand, managing workload and routing, and ensuring the right work goes to the right person at the right time
• Global Ops Alignment: Working closely with our global ops functions to ensure performance expectations are met and assessing the service impact of proposed changes across various domains
• You will be on call for incidents as part of a Monday to Friday rota. You may occasionally be asked to work a weekend to support very specific projects, but this is not part of your standard working pattern

Benefits

• Yearly Salary Review + Proactive pay increases to reflect growing responsibilities + Share options
• Flexible working hours
• Work From Home Opportunities + we’ll pay for any equipment you need to do your job
• 24 days holiday a year, plus bank holidays
• Employee Assistance Programme
• Paid sick leave for both physical & mental health + Health insurance via AXA or Vitality + Additional health insurance through Medicash
• Learning budget of £1,000 a year
• Aviva Pension Scheme + 4% Employer Contribution
• Paid maternity, paternity, adoption or shared parental leave (after 13 weeks of employment)
• 52 weeks of primary caregiver leave (6 months at 100% pay, 13 weeks at Statutory Maternity Pay, 13 weeks unpaid)
• 3 months of secondary caregiver leave at 100% pay
• Unum Life Insurance
• Access to fertility and family-forming health benefits via Fertifa
• Abellio Season Travel Tickets + Cycle-to-Work Scheme

You will be a strong individual contributor, taking ownership of problems and leading on the design and implementation of solutions from start to finishWe are looking for someone with strong data skills to perform in-depth analysis, automate processes, and create independent Management Information (MI) and dashboards to support operations

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitation to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team.

You are comfortable with critical conversations, communicating effectively to a wide range of stakeholders, and coaching those around you to elevate team performanceYou are highly capable of managing a project’s entire lifecycle with little oversight, taking accountability for driving solutions and leading implementationYou possess an advanced ability to use Looker and Google Sheets for deep data storytelling and presenting clear findings via Google Slides and Documents (or similar tools)You have a great understanding of task assignment, routing, scheduled activities, and workforce optimisation principlesYou have demonstrable experience in service delivery, optimisation, and workforce management or similar analytical operational roles within a fast-paced, high-growth environmentYou have experience handling incidents, creating actionable plans, and thinking of dynamic, data-driven solutions