Customer Experience Insights Manager

🚀 We’re on a mission to make money work for everyone.

We’re 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 as personal 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 and combine 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!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Hear from our UK team about what it's like working at Monzo ✨

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⭐ 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 the Manager of the Customer Insights team, you will be a pivotal leader in this mission. You will not just manage a team of analysts; you will cultivate a centre of excellence that champions the customer's voice. Your role is to empower your team to uncover the fundamental 'why' behind customer pain points and to transform these insights into compelling, actionable strategies that drive tangible improvements across our products and services.

We’re 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 synthesizing data into a clear, compelling narrative that highlights strategic opportunities for the business.
• Act as the key voice for customer pain points in senior forums. Present findings and strategic recommendations that influence product roadmaps, operational changes, and business priorities

🔑 You’ll 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

You’ll 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

🤩 We’d 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? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

🙌 What’s in it for you

💰 £47,600-£60,200 ➕share options.

🎂 We guarantee to approve time off on your birthday if it falls on a day you’re scheduled to work and it’s 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.

📚£1,000 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

We’re hoping to organise the next stages within 2-3 weeks, but we will get back to you whether you’re successful in the next stages or not.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to jessicakemp@monzo.com. You can also use this email address to let us know if there’s 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.

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