Service Analyst, Workforce Management, or Remote

Service Analyst, Workforce Management, 9 Months Fixed Term Contract

Cardiff, London or Remote (UK)

We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. 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 ❤️

📍 London, Cardiff or Remote in the UK | 💰 £32,900 to £41,675 + Benefits

The Workforce Management team is essential to the success of our Customer Operations. We are responsible for ensuring we have the right people in the right place at the right time to support our customers.

As a Service Analyst
, you'll be instrumental in optimising service delivery and ensuring efficient staffing for customer operations within your specific domain. Your role will involve managing real-time customer demand and performance, identifying trends, and collaborating to maintain high service levels. In a constantly evolving environment, your proactive approach and adaptability to change will be crucial to enhancing operational efficiency and customer satisfaction within your domain.

You’ll play a key role providing…

• You will analyse datasets specific to your domain, identifying patterns and trends related to service performance. You will also proactively identify trends that might affect performance in your domain.
• You will work within your allocated domain to continuously strive for improved SLAs and identify seasonality trends that might affect performance. You will regularly evaluate service processes and make adjustments and enhancements to improve results.
• You will work closely with Operations, Product, Risk teams, Change partners, and domain analysts to deliver accurate service insights and support. You will build and maintain good relationships with Team Managers and Operations Managers to ensure they are supported with intra-day needs. You will also collaborate with WFM Analyst and Forecast Analyst to meet queue specific requirements.
• You will work with your domain's outsourced real-time teams to align on daily action plans and ensure understanding of performance or volume trends. You will manage task views, routing and short-term Verint changes, ensuring work goes to the right person at the right time.
• You will conduct deep dives to identify issues between supply/demand at all intervals and skilling gaps where your domain is misaligned with the operation. You will assess the service impact of proposals and changes due to be implemented in your domain. You’ll be responsible for raising and responding to incidents when required, providing regular updates and escalating if and when required.

We'd love to hear from you if…

• You have a solid background in workforce management, with hands-on experience supporting operational teams and improving performance.
• You care deeply about service quality and understand the key drivers that contribute to delivering great customer experiences.
• You’re proficient in Google Sheets / Excel and Looker, able to create insightful visualisations and reports to support domain-specific decision-making. You also have a basic understanding of Big Query.
• You’re experienced in working with both live and historical data to identify trends, investigate issues, and clearly communicate insights to stakeholders, including senior leadership.
• You can assess situations with broad customer impact and make informed, risk-aware decisions under pressure.
• You manage multiple tasks and incident types with different urgency levels (e.g., critical, urgent, upcoming), and consistently maintain high availability to provide support.
• You work effectively with colleagues across different geographies, even when interests or priorities may not always align.
• You’re an excellent communicator, both in writing and during calls or virtual meetings, able to convey complex ideas simply and effectively.
• The ability to make and receive calls with colleagues and stakeholders is essential for this role.

Impo…