We're looking for a curious, adaptable Business Analyst - Operations Planner to join the Customer Operations team at Monzo. You'll have the chance to help us plan how we grow our customer support operations to support millions of customers.
You’ll be an expert in managing supply and demand and will help us understand how many people we need to hire in the context of explosive growth. You’ll have done a job like this before and be able to apply this perspective to the problems we’re currently solving.
You'll be a member of The Planning team. Our Planning Team work at the intersection of the Customer Operations and Scalers Teams.
The Customer Operations Team looks after our lovely customers - they're a crucial link between Monzo and our users. They help people manage their money, solve their problems, and listen to their feedback on our features. The Scalers team makes sure we can support Monzo’s rapid growth through running a variety of optimisation projects for Customer Operations.
As part of the Planning Team you'll help us make decisions on how we can best meet customer demand. You’ll work closely with the people responsible for scheduling and hiring to make sure we’re always making well informed decisions and can plan ahead.
You’ll help us with the following questions and challenges:
What is special about Customer operations at Monzo?
We care about our customers deeply and we are building a world class team to provide the best customer experience we can. We also wrote a blog about how we are gearing up to support 1 billion customers. You will be part of the team that will help us make it happen!
We started Monzo in February 2015 with the mission of building the best current account in the world. In April 2017, we received our full UK banking licence from the FCA and PRA and are now working hard to roll out our free current account later this year.
We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.We're doing things differently. For too long, banking has been obtuse, complex and opaque.We want to change that and build a bank with everyone, for everyone. Our amazing community of users suggests features, tests the app and gives us constant feedback so we can build something we all love.