Senior Service Analyst – 12 Month Fixed Term Contract

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

📋 Description

• Generate comprehensive data-driven reports that highlight key insights and recommendations for senior stakeholders, which include weekly reports, Monthly Business Reviews, Ops Monitoring, and Domain Weekly Business Reviews.

• Independently develop fully operational Looker dashboards and standalone Management Information to assist operations teams.

• Conduct root-cause analyses by filtering, merging, and adjusting complex data across Looker, Anaplan, Airtable, and Google Sheets.

• Write optimized SQL code and facilitate automation to enhance operational efficiency.

• Develop dynamic burndown plans to estimate return-to-service dates and forecast the resolution of service issues.

• Oversee cross-domain incidents using data-driven and adaptable solutions.

• Participate in a Monday-to-Friday incident on-call rotation and occasionally assist with specific weekend projects.

• Conduct service deep dives to pinpoint supply-and-demand discrepancies.

• Manage task views and routing to ensure that work is directed to the appropriate individual at the right moment.

• Collaborate closely with global operations functions to meet performance targets and evaluate the service impacts of proposed changes.

⛳️ Requirements

• Proven experience in service delivery, optimization, and workforce management within a dynamic, high-growth setting.

• Capability to manage an entire project's lifecycle with minimal oversight and lead the implementation of solutions.

• Advanced proficiency in using Looker and Google Sheets for in-depth data storytelling.

• Ability to present clear findings using Google Slides and Google Documents.

• Experience in managing incidents, formulating actionable plans, and creating dynamic data-driven solutions.

• Comfortable engaging in critical conversations and effectively communicating with a diverse array of stakeholders.

• Capacity to mentor others to enhance team performance.

• Strong understanding of task views, task types, routing, scheduled activities, and principles of workforce optimization.

🏝️ Benefits

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

• MacBook provided for all employees.

• Additional support for work-from-home setups for fully remote workers.

• Comprehensive benefits package, with a full list available on the Monzo careers page.