Senior Service Analyst, Workforce Management

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 ❤️

📍Remote UK | 💰£40,400 - £51,050 (12 Month Fixed Term Contract) + Benefits ✨

⭐ Our Workforce Management (WFM) team

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.

🔑 You'll play a key role in:

• Executive Communication & Reporting: You will 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 creating fully functional Looker dashboards and developing standalone MI to support the operations teams.
• In-depth Analysis & Automation: Performing confident root-cause analysis by filtering, merging, and amending complex data across Looker, Anaplan, Airtable, and Google Sheets. You will write efficient SQL code and facilitate automation wherever possible to improve efficiency.
• Dynamic Burndown Plans: Creating dynamic burndown plans to accurately predict return-to-service dates and forecast when service situations will be fully resolved.
• Incident Management & Rota: Taking 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: Conducting deep dives to identify gaps between supply and demand, managing task views and routing, and ensuring the right work goes to the right person at the right time.
• Global Ops Alignment: Working closely with our global ops functions to ensure performance expectations are met and assessing the service impact of proposed changes across various domains.
  
  

🤩 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. Drop us your application, we’d love to hear from you!

🙌 What’s in it for you

💰£40,400 - £51,050 (12-Month Fixed Term Contract).
📍This role can be based remotely anywhere in the UK, or our London or Cardiff office.
⏰ 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.
🏡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.
📚£1,000 learning budget each year to use on books, training courses and conferences.
➕ Plus lots more! Read our full list of benefits.

🌈 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!

#LI-REMOTE #LI-MY

Equal opportunities for everyone

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.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊