CustomerInsightAnalyst

🚀 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 ❤️ UK Remote | 💰 £32,900 - £44,600 (40 hours) + Incentive Awards tied to your performance + Benefits | Hear from the team ✨ Our Customer Insights team The Customer Insights team is responsible for providing actionable, multi-source insights into our customers’ support experiences, and sharing these with Ops leadership, domains and product teams to help ensure we create the right action plans and roadmaps to deliver great experiences to all Monzo customers. In order to do this, stakeholders require data led, actionable insights on where we are meeting our customer's expectations and where we can improve. As a Customer Insights Analyst you’ll analyse the sources we have available to understand our customers perception of their experience (e. g. CSAT, complaints, expressions of dissatisfaction) to spot themes and perform root cause analysis, sharing your findings with stakeholders and tracking how opportunities to improve are being included in appropriate plans (e. g. domain action plans, product roadmaps or quick fix lists). You’ll play a key role by... Reviewing our key CX metrics each month across CSAT, Complaints and other available sources to identify trends/key dr