Senior WFM Data & Insights Analyst (Remote)

Remote Worker LTD.; United States; Remote; USD 53,000 - 67,000; Full time

Benefits offered by this job

Remote UK work option

£1,000 learning budget annually

Job summary

Monzo is seeking a Senior Service Analyst for a 12-month fixed-term contract within its Workforce Management team. You will own data-driven analysis to staff customer operations, build Looker dashboards, and deliver independent MI for senior stakeholders.

You will perform root-cause analysis across Looker, Anaplan, Airtable and Google Sheets, write SQL, automate processes, and design dynamic burndown plans to predict return-to-service dates and improve efficiency. On-call rota included.

Qualifications

• Experience in service delivery, optimization, and workforce management or similar analytical operational roles in fast-paced enviroments.
• Ability to manage a project lifecycle with minimal oversight and drive solutions to implementation.
• Advanced ability to use Looker and Google Sheets for data storytelling and presenting findings via Google Slides/Documents.

Responsibilities

• Executive communication and reporting to senior stakeholders (weekly, MBRs, WBRs).
• Create Looker dashboards and standalone MI for operations teams.
• Perform root-cause analysis across tools (Looker, Anaplan, Airtable, Google Sheets) and automate processes where possible.
• Develop dynamic burndown plans to predict return-to-service dates and forecast resolutions.
• Manage cross-domain incidents; on-call for incidents as part of a weekday rota (occasional weekend projects).
• Conduct service deep dives to align workload and routing, ensuring right work goes to the right person.
• Collaborate with global ops to assess impact of changes across domains.

Skills

SQL

Data storytelling

Stakeholder communication

Tools

Looker

Anaplan

Airtable

Google Sheets

Google Slides

Google Documents

Job description

Monzo is seeking a Senior Service Analyst for a 12-month fixed-term contract within its Workforce Management team. You will own data-driven analysis to staff customer operations, build Looker dashboards, and deliver independent MI for senior stakeholders.

You will perform root-cause analysis across Looker, Anaplan, Airtable and Google Sheets, write SQL, automate processes, and design dynamic burndown plans to predict return-to-service dates and improve efficiency. On-call rota included.