Customer Insight Analyst

Customer Insight Analyst

Company: Monzo Location: Remote (UK) Contract: Permanent Salary: £32,900 - £44,600 per year

About Monzo

Monzo is on a mission to make money work for everyone, moving away from the complicated and confusing ways of traditional banking. Starting as a prepaid card, Monzo has grown significantly, offering personal and business accounts, joint accounts, accounts for younger individuals, and credit cards. With a focus on solving problems and creating positive customer experiences, Monzo aims to change lives through its innovative financial services.

About the Role

The Customer Insights team plays a crucial role in understanding and improving the customer support experience at Monzo. This team provides actionable, multi-source insights to Operations leadership, domain teams, and product teams. As a Customer Insights Analyst, you will analyze customer feedback, including CSAT scores, complaints, and expressions of dissatisfaction, to identify trends, spot themes, and perform root cause analysis. Your findings will be shared with stakeholders to inform action plans and roadmaps, ensuring the delivery of excellent customer experiences.

Key Responsibilities

• Review key Customer Experience (CX) metrics monthly (e.g., CSAT, Complaints) to identify trends, key drivers, and areas requiring deeper analysis.
• Develop repeatable processes for insight generation, such as setting up dashboards or training machine learning models.
• Conduct in-depth analysis to uncover root causes of issues within specific or multiple customer journeys, across products, processes, and customer support. This may involve reviewing customer cases or shadowing support agents.
• Communicate findings effectively in relevant forums to help business leaders understand performance and identify opportunities.
• Maintain an overview of identified root cause issues and track the inclusion of necessary improvements in relevant action plans (e.g., domain continuous improvement lists, product roadmaps).
• Provide recommendations to product and data teams for improving data and feedback sources to enhance future insights.
• Deliver insights to Operational Teams to help shape coaching and training for Customer Support team members.

Requirements

• Strong data analytical skills, with experience in data manipulation using platforms like Looker or similar.
• Proficiency in critical thinking to identify root causes and compounding factors of issues.
• A natural curiosity for data and processes, with a proactive approach to improvement.
• A passion for enhancing customer experiences.
• Ability to distill complex findings into simple, actionable summaries.
• Confidence in communicating and presenting findings to a diverse range of stakeholders.

What We Offer

• Competitive salary: £32,900 - £44,600 per year (for a 40-hour week).
• Incentive awards tied to performance.
• Remote working within the UK.
• £1,000 annual learning budget for books, training courses, and conferences.
• Support for setting up your home office, including a MacBook.
• A comprehensive benefits package.

Application Process

The application journey includes:

• Application questions
• Call with a Recruiter
• Competency-based Interview
• Values and Task assessment

Monzo is committed to diversity and inclusion, fostering an environment where everyone can do their best work. They are an equal opportunity employer and welcome applications from all individuals.