Insights Analyst
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Job Description
FOS Insights Analyst analyzing Ombudsman complaints and risk trends at Monzo, a UK digital bank. Turning findings into improvements that prevent customer harm.
Responsibilities:
- Monitor key risk indicators, including FOS referral and overturn rates, to identify emerging trends and improvement opportunities
- Conduct root cause analysis and deep dives into FOS referrals and outcomes
- Turn complex data into actionable insights and recommendations
- Share findings with senior leaders and governance committees
- Track agreed actions across teams and highlight progress, challenges, and opportunities
- Assess the impact of completed actions and identify further required changes
- Work with the Financial Ombudsman Service to share insights, discuss interpretation differences, and identify practical solutions
Requirements:
- Experience carrying out root cause analysis and turning findings into meaningful improvements
- Understanding of complaint handling in an FCA-regulated environment, including the Dispute Resolution (DISP) rules
- Familiarity with the Financial Ombudsman Service, complaint referrals, and decision-making
- Confidence analysing and interpreting data, including using Looker to identify trends and patterns
- Ability to turn complex information into clear, practical recommendations for different audiences
- Comfortable working with stakeholders across different teams, constructively challenging decisions, and influencing positive change
Benefits:
- Incentive Awards tied to your performance
- Flexible working hours
- £1,000 learning budget each year for books, training courses and conferences
- MacBook provided to all employees
- Extra support for fully remote workers’ work-from-home setup
- Additional benefits listed on Monzo’s careers benefits page
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