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What you'll do:
- Review monthly CX metrics across CSAT, complaints, and other sources to identify trends and key drivers.
- Set up low-effort repeatable analysis methods like dashboards and ML model training.
- Deep dive into customer journeys to find root causes by reviewing cases or shadowing support agents.
How you'll make an impact:
- Share findings in relevant forums to help business leaders understand performance and opportunities.
- Track root cause issues and ensure improvements are added to owners' action plans.
- Provide recommendations to product and data teams to enhance future insights.
Who you are:
- You have great data analytical skills and are comfortable with Looker or similar platforms.
- You are a critical thinker who identifies root causes and compounding factors.
- You are curious about data and process, passionate about improving customer experiences.
Monzo
Monzo is on a mission to make money work for everyone by replacing traditional banking with modern, accessible financial products. They offer a range of personal and business bank accounts, credit cards, savings, investments, and pension services, and are known for their award-winning customer service and vibrant coral cards.