Senior Service Analytics & Operations Lead

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

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.