Operations Data & Insights Manager

🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo ❤️ Hear from our UK team about what it's like working at Monzo ✨ UK Remote | 💰 £50,200 - £63,450 + Benefits | Hear from the team About us This role exists to lead a team of Data & Insights analysts and to partner with Senior Leaders across Specialist Services (Complaints, Financial Health, VAIB). They will collaborate with leadership teams to deliver the business strategy by creating insightful and impactful data and reporting which supports the business in managing risk and informs leaders so they can design and execute plans to deliver exceptional service for customers and create a positive colleague experience.

What you will be doing:

Building the data and insights team across specialist services, ensuring we are data led in identifying opportunities and risks and creating clear and productive ways of working with operational teams Working alongside Operations Managers, Senior Managers and Directors to ensure the data analysis and identification of risks and opportunities are appropriately raised and implemented Ensuring the accuracy of the data insights produced with a view to have all standard data in one central automated repository Sharing data and insight using a storytelling approach. Insight should be of a high standard in terms of narrative and accuracy and support the objectives and strategy of the operational and drive towards the delivery of key goals and objectives Actively support the strategies across complaints and vulnerable customers across Monzo to ensure reporting and insights are of a high standard and within regulatory standards Building strong relationships across Monzo’s Data Insight Teams and Squads and collaborate in the most effective way that drives strong business change, but avoids any duplication of effort Collaborate with Workforce Management teams to create opportunities to improve customer outcomes and business efficiencies

You should apply if:

Excellent analytical skills and able to understand and interpret data and create and share engaging and informative insight Expert knowledge of at least one or more of the specialist services areas, specifically Complaints and/or VAIB (Vulnerability, Accessibility, Inclusion, Bereavement) Strong stakeholder management skills Excellent English written & verbal communication skills Values driven approach in line with Monzo’s core values Strong leadership and proven people management experience Strong ability to coach and develop teams and individuals to achieve and maintain targets Strong communications skills and be able to deliver business wide messages in line with our values and ensure message has landed with clarity Ability to provide specific actionable feedback to a wide range of audiences and levels Ability to work well independently & work collaboratively as part of a team Ability to work to deadlines and prioritise time sensitive workloads Advanced skills in planning and organisation with the ability to re-prioritise workload and be able to effectively deal with change at short notice You lead by example at all times and deliver on our values and competency framework for the Team Manager role 🙌What’s in it for you 💰 £50,200 - £63,450 ➕share options. 📚 £1,000 learning budget each year to use on books, training courses and conferences. 🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. ➕ Plus lots more! Read our full list of benefits. The application journey has potentially* 3 key steps Application questions A Take Home Task (tbc)* Final stage Technical interview We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here. You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to ninaebanksmetcalfe@monzo.com. We’ll close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out. #REMOTE-LI #REMOTE-NEM Equal opportunities for everyone Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report. We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status. If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊