Customer Insight Manager

As we continue our mission at Monzo to help ‘Make money work for Everyone’, we need to continually transform the voice of the customer throughout their journeys into actionable insights, empowering teams across the business to optimise our products and support services. As our Customer Insights Managers, you’ll lead the team of analysts responsible for creating actionable, multi-source insights into our customers’ experiences, which fully identify the root cause of any pain points. Lead example and guiding your team to: Regularly analyse our performance: Review our key CX metrics each month across CSAT, Complaints and other available sources to identify trends/key drivers of the metrics and areas where further analysis is needed Uncover root causes: Deep dive into identified areas of interest to find root causes within specific or many customer journeys Influence change: Share findings in relevant forums to enable business leaders to understand their areas performance and opportunity areas Track and ensure action: Keep an overview of root cause issues identified, and track whether required improvements/opportunities have been actioned.