Data Director, Workforce Systems & Service Performance

🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. 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 ❤️

London/Cardiff/UK Remote | 💰 £150,000–£180,000 + Incentive Awards tied to your performance + Benefits✨

Our Workforce Systems team ⭐

Customer Operations at Monzo is at the heart of delivering fast, safe and high-quality support to millions of customers. As Monzo grows, the way we run operations is evolving. We’re supporting more customers, more products, more markets, more regulatory expectations, and a growing mix of human and AI-powered service. This creates one of the most interesting operational systems challenges at Monzo: how do we forecast demand, plan supply, schedule work, route tasks, understand live performance, and make capacity decisions across an increasingly complex global operation?

Workforce systems are central to this. They help determine how Monzo matches customer demand with human and AI capacity, how we protect service levels, how we make cost and capacity trade-offs, and how we keep support fast, safe and reliable as we scale.

The next phase is about building the workforce systems that allow Monzo to keep scaling Customer Operations as we expand our products, global footprint and AI capabilities - supporting our mission to make money work for everyone.

This role will lead that next phase.

You’ll sit at the intersection of Data, Product, Engineering, Operations and Finance. You’ll shape the technology, data products and operating systems that help Monzo understand demand, plan capacity, schedule work, measure execution, assign tasks, and respond to live operational change. You’ll work on capabilities that make workforce decisions more accurate, more automated, more explainable and more resilient as the business grows.

You’ll also build and develop the team and capability needed for this next stage - raising the bar for forecasting, measurement, operational data products and system-led workforce decisioning.

You don’t need to come from a traditional Workforce Management or contact centre background. We’re looking for a senior data-product systems leader who can reason from first principles, build scalable operational systems, and lead through ambiguity across multiple disciplines.

🔑 You’ll play a key role by…

• Leading the strategy for Monzo’s Workforce Systems, across forecasting, capacity planning, scheduling, work status, task assignment and service performance.
• Building and developing a high-performing team across forecasting, measurement, analytics and operational data products, while helping shape the wider workforce systems roadmap with Product and Engineering.
• Building production-grade data products that support live operational decisions - including forecasting, schedule fit, work-status signals, capacity impact, throughput and service-performance measures.
• Improving how we forecast and plan demand, including forecast accuracy, bias, uncertainty, feedback loops, and the impact of new products, new markets, AI agents and changing customer behaviour.
• Connecting forecasts, schedules and live execution, so teams can understand how operational reality is changing and take action at the right time.
• Developing stronger system controls for capacity decisions, including forecast releases, demand changes, operational process changes, tooling launches and staffing decisions.
• Evolving how Forecast Change Requests and capacity-impacting changes work, moving toward system-supported decisioning, impact assessment and guardrails.
• Partnering deeply with Product and Engineering to define and build the workflows, metrics, controls and technical capabilities that help teams make better workforce decisions.
• Helping evolve task assignment and routing, so work is allocated based on schedule, skill, capacity, prioritisation logic and live service needs.
• Raising the analytical and statistical bar across workforce planning and service performance, helping teams reason clearly about forecast error, AHT, workload, volatility, throughput, schedule adherence and customer outcomes.
• Transforming the operating model for the next stage of scale, helping teams move toward exception-based operation, feedback loops and system-led control.
• Working with senior leaders across Ops, Data, Product, Engineering and Finance to make trade-offs between service quality, cost, capacity, risk and speed of execution.