Senior Service Analyst, 12 Month Fixed Term Contract

5 hours, 1 minute ago
Contract
Senior
Data Science and Analytics
Monzo

Monzo

Monzo is a digital retail bank and fintech company that provides smart banking solutions through its smartphone app. With over 8 million users, Monzo offers intelligent notifications, instant balance updates, and financial management tools to help user...

Banks
1K-5K
Founded 2015
$1100M raised

Description

  • Compile data-driven reports and insights for senior stakeholders, including weekly reporting, MBRs, Ops Monitoring, and WBRs.
  • Create and maintain fully functional Looker dashboards and standalone management information for operations teams.
  • Perform root-cause analysis by filtering, merging, and amending complex data across multiple tools and datasets.
  • Write efficient SQL and automate processes wherever possible to improve operational efficiency.
  • Create dynamic burndown plans to forecast return-to-service dates and resolution timelines.
  • Manage cross-domain incidents and participate in an incident on-call rota from Monday to Friday.
  • Conduct service deep dives to identify gaps between supply and demand and improve task routing.
  • Work closely with global operations teams to assess the service impact of proposed changes and meet performance expectations.
  • Own projects end-to-end with minimal oversight and lead solution design and implementation.

Requirements

  • Experience in service delivery, optimisation, and workforce management in a fast-paced, high-growth environment.
  • Ability to manage a project through its entire lifecycle with little oversight.
  • Advanced proficiency with Looker and Google Sheets for analysis and reporting.
  • Experience presenting findings using Google Slides and Google Docs.
  • Experience handling incidents and creating actionable, data-driven plans.
  • Strong communication skills for critical conversations with diverse stakeholders.
  • Ability to coach others and elevate team performance.
  • Understanding of task views, task types, routing, scheduled activities, and workforce optimisation principles.
  • Experience with SQL is required for data analysis and automation.
  • Preferred flexibility to occasionally work weekends for specific projects.

Benefits

  • £40,400–£51,050 salary on a 12-month fixed-term contract.
  • Remote work anywhere in the UK, or based in the London or Cardiff office.
  • MacBook provided and extra home-working support for fully remote employees.
  • £1,000 annual learning budget for books, training courses, and conferences.
  • Full benefits package available, with more details provided by Monzo.

Interested in this position?

Apply directly on the company website

Apply Now

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