Customer Insight Manager
Customer Insight Manager
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Job Description
Were on a mission to make money work for everyone.
Were 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 aspersonal 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 andcombine 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!
Were not about selling products - we want to solve problems and change lives through Monzo
Remote in the UK 47600 - 60200 depending on experience displayed in your CV and interview share options Benefits
Our Team
As we continue our mission at Monzo to help Make money work for Everyone we need to continually transform the voice of the customer throughout their journeys into actionable insights empowering teams across the business to optimise our products and support services.
As our Customer Insights Managers youll lead the team of analysts responsible for creating actionable multi-source insights into our customers experiences which fully identify the root cause of any pain points. Were looking for a leader able to support the team to have maximum impact by:
- Optimising our trend and root cause analysis methods for the current feedback sources we have available (e.g. CSAT complaints expressions of dissatisfaction) - striking the perfect balance between robust data analysis smart technical solutions and crucial human qualitative review
- Enhancing how we share findings with stakeholders and track how opportunities are being actioned
- Exploring alternative feedback sources and ways to understand the voice of our customers
Youll play a key role by...
Leading example and guiding your team to:
- Regularly analyse our performance: Review our key CX metrics each month across CSAT Complaints and other available sources to identify trends/key drivers of the metrics and areas where further analysis is needed
- Uncover root causes: Deep dive into identified areas of interest to find root causes within specific or many customer journeys
- Influence change: Share findings in relevant forums to enable business leaders to understand their areas performance and opportunity areas
- Track and ensure action: Keep an overview of root cause issues identified and track whether required improvements/opportunities have been actioned
Youll also elevate our analytical capabilities:
- Automate and enhance insights: Set up ways to make analysis easier and richer (e.g. creating self serve dashboards working with our ML team to train internal models)
- Innovate and improve: Propose how our data feedback sources and analysis tools can be improved to enhance future insights and work with our product/data teams or external suppliers to enable these improvements
Wed love to hear from you if
You have demonstrable Root Cause Analysis experience
- Strong background in CX metrics (e.g. complaints CSAT NPS)
- Proficiency in trend and root cause analysis techniques
- Able to integrate data from multiple feedback sources
- Experience in tracking and measuring the impact of insights and recommended actions
You have experience with data analysis and visualisation tools
- Comfortable manipulating data in Looker or other similar tools
- Understanding and experience with emerging analysis tools (LLMs etc.)
You have leadership experience and:
- Skills in coaching and developing analytical talent fostering continuous improvement within the team
- Strong communications skills and stakeholder management
- Ability to create a clear narrative and actionable insights for diverse business stakeholders
- Experience presenting in different forums etc. monthly monitoring governance reporting etc.
- Capability to build strong relationships across product engineering operations and leadership teams.
Not ticking every box Thats totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo were dedicated to creating a diverse and welcoming team. If youre passionate about this role and keen to learn and grow with us we encourage you to apply even if you dont have everything thats listed just yet. Drop us your application wed love to hear from you!
Whats in it for you
share options.
We guarantee to approve time off on your birthday if it falls on a day youre scheduled to work and its outside of your training period.
This role is remote based in the UK
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.
1000 learning budget each year to use on books training courses and conferences.
Plus lots more! Read our full list of benefits.
The application journey has 4 key steps
- Application questions
- Phone screening with Recruiter
- 1 hour role specific/technical interview
- 1 hour leadership/values interview
Were hoping to organise the next stages within 2-3 weeks but we will get back to you whether youre successful in the next stages or not.
Youll hear from us throughout the application process but if youve got any questions please reach out to You can also use this email address to let us know if theres anything we can do to make the process easier for you because of disability neurodiversity or anything else.
Please note you should submit your own application without help from other sources e.g Others/ChatGPT any applications whereby external support has been provided will be disqualified.
#LI-JK1
Equal opportunities for everyone
Diversity and inclusion are a priority for us and were making sure we have lots of support for all of our people to grow at Monzo. At Monzo were 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.
Were 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 dont need full or birth names at application stage
Required Experience:
Manager
Employment Type
Full Time
