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You’ll own end‑to‑end data pipelines, Looker dashboard creation and MI, and the analysis and automation needed to staff customer operations. You’ll also manage incident response and dynamic burndown plans, producing executive reports and service deep‑dives.
They want someone with proven service delivery and workforce‑management experience in fast‑growth settings, strong SQL and Looker skills, and the ability to build dashboards in Google Sheets and Slides. Experience handling incidents, routing, and task‑view optimisation is also required.
Accurate staffing and rapid incident resolution keep Monzo’s customer‑facing services reliable, directly supporting the mission to make money work for everyone. Data‑driven insights enable senior leaders to make informed decisions that improve the customer experience.
Ideal for a self‑starting analyst who enjoys owning projects from design to delivery, thrives on turning complex data into actionable insights, and is comfortable communicating with senior stakeholders. Candidates who like balancing technical automation with operational impact will excel.
🚀 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 ❤️
📍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:
🤩 We'd love to hear from you if:
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.
➕ Plus lots more! Read our full list of benefits.
🌈 The application journey has 4 key steps
🤖 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-MY1
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 😊
