Complaint Policy & Data Analyst

Job Description

At Monzo, we're building the best bank account in the world: fair, transparent and a pleasure to use. Our complaints function sits alongside our Customer Operations team to make sure we offer all of our customers the best possible service, even when things go wrong. We embed empathy into our complaints process to turn distress into delight, and as a part of the team you'd be a key driver of this. We're looking for an adaptable, curious, and data driven Complaint Policy & Risk Analyst to join our complaints function. You will help support, develop and embed change as we scale our business. You will also support and work with other analysts in the team on a number of exciting projects and initiatives, to ensure that we meet and exceed our regulatory requirements and are a high performing team. We'd love to hear from people who are passionate about solving problems and getting to the route of issues.

As Monzo grows, so will our complaints function - you'll need to help develop processes and policies that are scalable, while remaining customer-centric and compliant. The number of projects you get involved in will also change over time.

The successful candidate should be able to demonstrate the following -

Essential:

• Strong background in Financial Services Complaints, with a sound knowledge of regulatory requirements
• Confidence in using data to backup decisions and improve understanding through Root Cause Analysis
• Ability to project manage change initiatives from ideation to implementation and embedment
• You're self-motivated, highly organised and focused on executing well
• You’re passionate about data and insights and how it can really influence our customer experience
• You can make the complex simple, and explain it to others in an engaging and informative way
• You understand the salient parts of Complaint regulation, and understand how they impact Monzo.

Desirable:

• Ability to work in a fast paced environment
• Has basic SQL, Looker, AirTable knowledge
• Strong influencing and stakeholder management skills, and ability to challenge others, as well as having exposure to senior management

Our vision of ‘making money work for everyone’ is dependent on every Monzonaught committing to putting customers first. We're also committed to employing a diverse and inclusive workforce, reflective of the customers and communities we serve – where everyone can be themselves and succeed. So if this sounds like a culture that you'd like to be a part of then be assured that we'll welcome your application.

We offer a competitive salary plus stock options and other benefits.

This role can be based in our London or Cardiff office, or remotely with fairly regular travel to our offices.