We're looking for someone who loves using data to solve business problems, and appreciates what makes customer service exceptional.
Our Customer Operations team is at the heart of Monzo: we're building a bank for and with our customers, and the team is the first point of contact for every one of them. You’ll be responsible for maximising both how efficiently this team operates, and how delighted our customers are.
You will be instrumental in helping us achieve our longer term goal of one empathetic, intelligent customer operations agent delivering exceptional support to each 100,000 users.
We’ll need you to take an analytical approach to answering the following kind of questions:
- How many customer operations tasks are we likely to get next Wednesday?
- How many people do we need available for each hour of the day to ensure we meet our target response times?
- Why did our response times increase last week?
- How many people do we need to hire in August?
- In which order should we conduct training sessions to help our customers get the quickest positive impact from our newest customer operations team members?
- What product change would have the biggest impact on customer happiness?
You’ll have a vast amount of data at your fingertips (in a handy self-serve tool provided by our talented data & analytics team) and you’ll use your analysis skills to ensure all of our team’s efforts are achieving our aim of providing world-class customer support.
You'll need to be proactive, spotting patterns in the frustrations or hopes of our users and knowing what data you need to validate these. You will be responsible for seeing where we can change our processes or our product to make our customers truly delighted by banking.
You should apply if:
- Nothing gives you more joy than getting deep into a spreadsheet to solve problems.
- You have experience analysing data and making recommendations to a business as a result.
- You recognise when something can done better by a computer, and when human input makes a far better customer experience.
- You’re excited to spend half a day a week talking to our customers and understanding their needs better.
- You want to power up our amazing customer operations team to delight even more customers.
Benefits:
Salary and stock options will be dependent on experience and expected scope of contribution around £35k for someone with a year or two of data analysis experience and up to £50k for someone with several years of making data-driven recommendations on business decisions.
Work will generally be on-site in our office in London, UK, where – if successful – you'll join a small hand-picked team of engineers, designers, product people, and banking experts on a mission to change consumer financial services forever.
