Senior Service Analyst, 12 Month Fixed Term Contract

Monzo Bank
United Kingdom, London, Cardiff
Workplace: RemoteContractGBP 40,400 - 51,050 annuallyFunction: Solutions Engineering & Sales EngineeringSkills: ["Stakeholder communication","Root-cause analysis","Project ownership","Incident management","Coaching"]

Own data-driven workforce management and service analysis to ensure customer operations are staffed effectively. Compile executive reporting (weekly, MBRs, Ops Monitoring, and WBRs), build Looker dashboards and standalone MI, and run root-cause analysis across complex datasets using SQL and tools like Anaplan, Airtable, and Google Sheets. Create dynamic burndown forecasts, support incident management/rota, and align service impacts with global ops stakeholders.

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FursaFursa
Monzo Bank
Monzo Bank
3 days ago

Senior Service Analyst, 12 Month Fixed Term Contract

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Own data-driven workforce management and service analysis to ensure customer operations are staffed effectively. Compile executive reporting (weekly, MBRs, Ops Monitoring, and WBRs), build Looker dashboards and standalone MI, and run root-cause analysis across complex datasets using SQL and tools like Anaplan, Airtable, and Google Sheets. Create dynamic burndown forecasts, support incident management/rota, and align service impacts with global ops stakeholders.
Location: United Kingdom, London, Cardiff
Workplace: Remote
Employment Type: Contract · 12 months
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Compile data-driven executive reporting for senior stakeholders (weekly reporting, Monthly Business Reviews, Ops Monitoring, and Domain Weekly Business Reviews).
  • •Independently create fully functional Looker dashboards and develop standalone management information (MI) for operations teams.
  • •Perform in-depth analysis and automation by conducting root-cause analysis across complex datasets and writing efficient SQL.
  • •Create dynamic burndown plans to predict return-to-service dates and forecast resolution of service situations.
  • •Manage cross-domain incidents using data-driven solutions and participate in a Monday-to-Friday on-call rota, with occasional weekend support for specific projects.

Pay and Benefits

Salary: GBP 40,400 - 51,050 annually
Perks:Remote WorkLearning Budget

Key Requirements

  • •Demonstrable experience in service delivery, optimisation, and workforce management in a fast-paced, high-growth environment.
  • •Advanced capability with Looker and Google Sheets to create deep data storytelling and clear findings via presentations and documents.
  • •Experience performing root-cause analysis, filtering/merging/amending complex data, and writing efficient SQL to automate processes.
  • •Able to manage the full lifecycle of a project with little oversight, taking accountability for solution design and implementation.
  • •Comfort with incident handling, actionable planning, dynamic data-driven solutions, and stakeholder communication/critical conversations.
Experience:Workforce managementIncident managementService operations
Skills:Stakeholder communicationRoot-cause analysisProject ownershipIncident managementCoaching
Languages:English
Tech Stack:LookerSQLAnaplanAirtableGoogle SheetsGoogle SlidesMacBooks

Company Brief

Monzo Bank
Monzo is a UK-based digital bank offering mobile-first current accounts, savings, business banking, and financial tools focused on transparency, low fees, and real-time money management for consumers and small businesses.
Industry: Neobanking
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: London, United Kingdom
Founded: 2015
WebsiteLinkedIn