Senior Service Analyst – 12 Month Fixed Term Contract
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Job Description
Senior Service Analyst using SQL, Looker, and workforce-management insights at Monzo, a UK digital bank. Optimizing staffing, dashboards, reporting, automation, and incident response for customer operations.
Responsibilities:
- Compile data-driven reports with key insights and actions for senior stakeholders, including weekly reporting, Monthly Business Reviews, Ops Monitoring, and Domain Weekly Business Reviews
- Independently create fully functional Looker dashboards and standalone Management Information to support operations teams
- Perform root-cause analysis by filtering, merging, and amending complex data across Looker, Anaplan, Airtable, and Google Sheets
- Write efficient SQL code and facilitate automation to improve efficiency
- Create dynamic burndown plans to predict return-to-service dates and forecast resolution of service situations
- Manage cross-domain incidents using data-driven and dynamic solutions
- Participate in a Monday-to-Friday incident on-call rota and occasionally support specific weekend projects
- Conduct service deep dives to identify supply-and-demand gaps
- Manage task views and routing to ensure work reaches the right person at the right time
- Work closely with global operations functions to meet performance expectations and assess service impacts of proposed changes
Requirements:
- Demonstrable experience in service delivery, optimisation, and workforce management within a fast-paced, high-growth environment
- Ability to manage a project’s entire lifecycle with little oversight and lead solution implementation
- Advanced ability to use Looker and Google Sheets for deep data storytelling
- Ability to present clear findings via Google Slides and Google Documents
- Experience handling incidents, creating actionable plans, and developing dynamic data-driven solutions
- Comfortable with critical conversations and communicating effectively with a wide range of stakeholders
- Ability to coach others to elevate team performance
- Strong understanding of task views, task types, routing, scheduled activities, and workforce optimisation principles
Benefits:
- £1,000 learning budget each year for books, training courses and conferences
- MacBook provided to all employees
- Extra support for work-from-home setup for fully remote workers
- Benefits package, with full list available via Monzo careers page
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