Monzo
Senior Service Analyst, Workforce Management
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Senior Service Analyst
About the Role
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 be a strong individual contributor, taking ownership of problems and leading on the design and implementation of solutions from start to finish. We 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. You will help us comfortably navigate challenging trade-offs to achieve our goals while giving our customers the best experience possible.
Key Responsibilities
- Executive Communication & Reporting: 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 create fully functional Looker dashboards and develop standalone MI to support the operations teams.
- In-depth Analysis & Automation: Perform confident root-cause analysis by filtering, merging, and amending complex data across Looker, Anaplan, Airtable, and Google Sheets. Write efficient SQL code and facilitate automation wherever possible to improve efficiency.
- Dynamic Burndown Plans: Create dynamic burndown plans to accurately predict return-to-service dates and forecast when service situations will be fully resolved.
- Incident Management & Rota: Take 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: Conduct deep dives to identify gaps between supply and demand, manage task views and routing, and ensure the right work goes to the right person at the right time.
- Global Ops Alignment: Work closely with our global ops functions to ensure performance expectations are met and assess the service impact of proposed changes across various domains.
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Requirements
We'd love to hear from you if:
- You have demonstrable experience in service delivery, optimisation, and workforce management within a fast-paced, high-growth environment.
- You are highly capable of managing a project's entire lifecycle with little oversight, taking accountability for driving solutions and leading implementation.
- You possess an advanced ability to use Looker and Google Sheets for deep data storytelling and presenting clear findings via Google Slides and Documents.
- You have experience handling incidents, creating actionable plans, and thinking of dynamic, data-driven solutions.
- You are comfortable with critical conversations, communicating effectively to a wide range of stakeholders, and coaching those around you to elevate team performance.
- You have a great understanding of task views, task types, routing, scheduled activities, and workforce optimisation principles.
Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply—even if you don’t have everything that's listed just yet.
Compensation and Benefits
- Salary: £40,400 - £51,050 (12-Month Fixed Term Contract).
- Location: This role can be based remotely anywhere in the UK, or our London or Cardiff office.
- On-call: 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.
- Remote Work Setup: We will set you up to work from home; all employees are given MacBooks and for fully remote workers we will provide extra support for your work-from-home setup.
- Learning Budget: £1,000 learning budget each year to use on books, training courses, and conferences.
- Additional Benefits: Plus lots more! Read our full list of benefits.
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Application Process
The application journey has 4 key steps:
- Application Questions
- Call with a Recruiter
- Take Home Task
- Final Stage Interview: Task Presentation + Technical & Values questions
We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.
We'll only close this advert once we have enough applications. Apply as soon as possible to not miss out!
Equal Opportunities
Diversity and inclusion are a priority for us, and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2026 Diversity and Inclusion Report and 2025 Gender Pay Gap Report.
We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity, or disability status.
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