Data Director – Workforce Systems, Service Performance

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🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

💵 £150k - £180k / year

⏰ Full Time

🔴 Lead

👔 Director

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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

• Leading the strategy for Monzo’s Workforce Systems, across forecasting, capacity planning, scheduling, work status, task assignment and service performance. • Building and developing a high-performing team across forecasting, measurement, analytics and operational data products, while helping shape the wider workforce systems roadmap with Product and Engineering. • Building production-grade data products that support live operational decisions - including forecasting, schedule fit, work-status signals, capacity impact, throughput and service-performance measures. • Improving how we forecast and plan demand, including forecast accuracy, bias, uncertainty, feedback loops, and the impact of new products, new markets, AI agents and changing customer behaviour. • Connecting forecasts, schedules and live execution, so teams can understand how operational reality is changing and take action at the right time. • Developing stronger system controls for capacity decisions, including forecast releases, demand changes, operational process changes, tooling launches and staffing decisions. • Evolving how Forecast Change Requests and capacity-impacting changes work, moving toward system-supported decisioning, impact assessment and guardrails. • Partnering deeply with Product and Engineering to define and build the workflows, metrics, controls and technical capabilities that help teams make better workforce decisions. • Helping evolve task assignment and routing, so work is allocated based on schedule, skill, capacity, prioritisation logic and live service needs. • Raising the analytical and statistical bar across workforce planning and service performance, helping teams reason clearly about forecast error, AHT, workload, volatility, throughput, schedule adherence and customer outcomes. • Transforming the operating model for the next stage of scale, helping teams move toward exception-based operation, feedback loops and system-led control. • Working with senior leaders across Ops, Data, Product, Engineering and Finance to make trade-offs between service quality, cost, capacity, risk and speed of execution.

🎯 Requirements

• You’ve led data products, forecasting systems, marketplace systems, logistics systems, operational platforms or live decision systems where data and models directly influenced how a business operated. • You have strong first-principles systems thinking and can break complex operational problems into clear components, feedback loops, controls and product opportunities. • You have strong statistical judgement - you understand forecasting, uncertainty, bias, volatility, measurement quality, and when a metric is ready to support an operational decision. • You’re product-minded: you think about users, workflows, incentives, adoption, decision points, and how tooling can make good decisions easier. • You’re credible with Engineering and can partner on architecture, reliability, system design, productisation, sequencing and trade-offs. • You’ve built, led or scaled teams working across data, product, engineering or operational systems. • You’re comfortable working in live operational environments, where decisions affect customers, cost, risk, regulation and service performance. • You can lead through ambiguity and influence senior stakeholders across Product, Engineering, Data, Ops and Finance. • You’re a builder-leader: you’ve created teams, systems, processes or capabilities that scale. • You’re excited by the challenge of building workforce systems for a future where human and AI capacity operate together. • You’re motivated by Monzo’s mission to make money work for everyone, and by the role Operations plays in delivering fast, safe and high-quality customer support as we grow.

🏖️ Benefits

• £1,000 learning budget each year to use on books, training courses and conferences • We’ll set you up to work from home; all employees are given MacBooks and remote workers get extra support for their home setup • We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team • We can sponsor your visa • We’ll help you relocate to the UK, if applicable