Insights Analyst

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Monitor essential risk indicators, such as FOS referral and overturn rates, to pinpoint emerging trends and areas for improvement.

• Perform root cause analysis and detailed investigations into FOS referrals and their outcomes.

• Transform complex data into practical insights and recommendations.

• Communicate findings to senior leadership and governance committees.

• Track agreed-upon actions across teams, highlighting progress, challenges, and opportunities.

• Evaluate the impact of completed actions and determine any additional changes necessary.

• Collaborate with the Financial Ombudsman Service to exchange insights, discuss differences in interpretation, and identify practical solutions.

⛳️ Requirements

• Proven experience in conducting root cause analysis and translating findings into significant improvements.

• Knowledge of complaint handling within an FCA-regulated environment, including an understanding of the Dispute Resolution (DISP) rules.

• Familiarity with the Financial Ombudsman Service, including complaint referrals and decision-making processes.

• Proficient in analyzing and interpreting data, utilizing tools like Looker to uncover trends and patterns.

• Capability to distill complex information into clear, actionable recommendations for varied audiences.

• Comfortable engaging with stakeholders across different teams, constructively challenging decisions, and driving positive change.

🏝️ Benefits

• Performance-related Incentive Awards.

• Flexible working hours.

• An annual learning budget of £1,000 for books, training courses, and conferences.

• A MacBook provided for all employees.

• Enhanced support for remote workers’ home office setup.

• Additional benefits listed on Monzo’s careers benefits page.