Senior Service Analyst, 12 Month Fixed Term Contract

ABOUT THE ROLE Monzo is looking for a Senior Service Analyst for a 12‑month fixed‑term contract. The position reports to the Workforce Management Service Manager and focuses on using data‑driven insights to optimise staffing for customer operations and service teams. The role is based remotely anywhere in the UK and includes a Monday‑to‑Friday on‑call rota for incidents, with occasional weekend work for specific projects. WHAT YOU'LL DO You will own the full lifecycle of analytical projects, from problem definition to solution delivery. Key responsibilities include compiling executive‑level reports for senior stakeholders, creating Looker dashboards and independent management information, and performing root‑cause analysis across Looker, Anaplan, Airtable, and Google Sheets. You will write efficient SQL, automate processes, and develop dynamic burndown plans to forecast service resolution timelines. Additionally, you will manage cross‑domain incidents, conduct service deep dives to align supply and demand, and collaborate with global operations to assess the impact of proposed changes. WHAT YOU'LL NEED Experience in service delivery, optimisation, and workforce management within a fast‑paced, high‑growth environment. Proven ability to manage projects independently and drive implementation. Advanced skills in Looker, Google Sheets, Google Slides, and Google Documents for data storytelling. Experience handling incidents, creating actionable plans, and developing data‑driven solutions. Strong communication skills for engaging a wide range of stakeholders and coaching team members. Knowledge of task views, task types, routing, scheduled activities, and workforce optimisation principles. WHY REMOTE The role is fully remote within the UK, allowing you to work from any location that suits you while contributing to a national customer base. BENEFITS Salary: £40,400 – £51,050 for the 12‑month contract. Benefits include health coverage, parental leave, education stipend, life insurance, equipment stipend, and a flexible schedule.