Customer Insight Analyst

Job not on LinkedIn

🔥 11 hours ago

🇬🇧 United Kingdom – Remote

💵 £32.9k - £44.6k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

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Monzo Bank

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🏦 Banking

💳 Fintech

👥 B2C

Banking • Fintech • B2C

Monzo Bank is a digital bank based in the UK, known for its innovative app offering a wide range of personal banking services. It provides features such as fee-free spending abroad, automatic bill sorting, early salary payments, and round-up savings. Monzo offers various account types, including joint accounts, under 16s accounts, and savings pots with competitive interest rates. Customers can manage savings, investments, and pensions directly through the app, along with credit and loan options. Monzo emphasizes strong security features and customer support, making banking easy and accessible for its users.

📋 Description

• Reviewing 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 • Set up ways to repeat this with low effort (e.g. dashboards, training ML models etc) • Deep diving into identified areas of interest to find root causes within specific or many customer journeys, across product, processes and customer support delivery - this might involve review of customer cases, or shadowing of customer support agents. • Share findings in relevant forums to enable business leaders to understand their areas performance and opportunity areas. • Keep an overview of root cause issues identified, and track whether required improvements/opportunities have been added to owners action plans (e.g. domain continuous improvement lists, product squads roadmaps or quick fix lists) • Providing recommendations which can be shared with our product and data teams on how our data and feedback sources can be improved to enhance future insights • Providing insight to our Operational Teams that help shape the coaching and training of Customer Support Team members

🎯 Requirements

• You have great data analytical skills - you’re comfortable manipulating data in Looker, or other data platforms and using new tech with training. • You're a critical thinker and are able to identify the root cause of an issue along with its compounding factors. • You are naturally curious about both data and process and look for new ways to improve both. • You're passionate about improving customer experiences. • You’re able to distill complex findings into simple, actionable summaries. • You're able to confidently communicate and present those findings to a range of stakeholders.

🏖️ Benefits

• £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.