Senior Service Analyst, Workforce Management

About the role

This role is a key Senior Service Analyst position responsible for using data-driven insights to staff customer operations and service teams effectively. You will act as a strong individual contributor, leading the design and implementation of solutions while performing in-depth analysis to support operations.

Responsibilities

• Compile data-driven reports for senior stakeholders including weekly reporting and Monthly Business Reviews.
• Create fully functional Looker dashboards and standalone Management Information to support operations.
• Perform root-cause analysis by merging and amending complex data across Looker, Anaplan, Airtable, and Google Sheets.
• Create dynamic burndown plans to predict return-to-service dates and forecast service resolution.
• Manage cross-domain incidents and participate in a Monday to Friday on-call rota.
• Conduct deep dives to identify gaps between supply and demand and manage task routing.
• Work with global operations functions to ensure performance expectations are met.

Required skills

• Looker
• Google Sheets
• SQL
• Workforce management
• Data analysis
• Incident management
• Reporting

Nice to have

• Anaplan
• Airtable
• Google Slides
• Google Docs

Benefits

• MacBook
• Work-from-home setup support
• Annual learning budget

About the Company

Monzo is a digital bank on a mission to make money work for everyone by moving away from traditional banking. They offer a range of personal and business accounts, credit cards, and investment tools, focusing on solving problems and creating positive customer experiences.