At a Glance
- Tasks: Analyse complaints data to uncover insights and improve customer experiences.
- Company: Join Monzo, a forward-thinking bank on a mission to simplify banking for everyone.
- Benefits: Competitive salary, performance incentives, flexible hours, and a £1,000 learning budget.
- Other info: Diverse and inclusive workplace with excellent growth opportunities.
- Why this job: Make a real impact by transforming complex data into actionable insights for better banking.
- Qualifications: Experience in root cause analysis and understanding of FCA complaint handling.
The predicted salary is between 33600 - 44450 £ per year.
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.
Our Complaints team works alongside Customer Operations to make sure customers receive the best possible service, even when things go wrong. We put empathy at the heart of how we handle complaints and use what we learn to make things better. The Financial Ombudsman Service (FOS) plays an important role in helping us improve. As a FOS Insight Analyst, you'll uncover the root causes behind complaints and Ombudsman decisions, turn data into meaningful insights and help teams make changes that improve customer outcomes and prevent future harm.
You’ll play a key role by…
- Monitoring key risk indicators, including FOS referral and overturn rates, to spot emerging trends and opportunities for improvement.
- Carrying out root cause analysis and deep dives into FOS referrals and outcomes to understand what's driving complaints and decisions.
- Turning complex data into clear, actionable insights and recommendations that help teams address underlying issues.
- Sharing findings with senior leaders and governance committees to support informed decisions and improve customer outcomes.
- Tracking agreed actions across teams, highlighting progress, challenges and opportunities to make improvements.
- Assessing the impact of completed actions to understand what's working and where further changes are needed.
- Working with the FOS to share insights, discuss differences in interpretation and identify practical solutions.
We’d love to hear from you if…
- You have experience carrying out root cause analysis and turning findings into meaningful improvements.
- You understand complaint handling in an FCA-regulated environment, including the Dispute Resolution (DISP) rules.
- You're familiar with the Financial Ombudsman Service, how complaints are referred and how decisions are made.
- You're confident analysing and interpreting data, including using tools like Looker to identify trends and patterns.
- You can turn complex information into clear, practical recommendations that different audiences can understand.
- You're comfortable working with stakeholders across different teams, constructively challenging decisions and influencing positive change.
Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet.
What’s in it for you:
- 33,600 - 44,450 + Incentive Awards tied to your performance benefits.
- We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
- 1,000 learning budget each year to use on books, training courses and conferences.
- We will set you up to work from home; all employees are given MacBooks and for fully remote workers we will provide extra support for your work-from-home setup.
The application journey has 4 key steps:
- Application
- Recruiter call
- Role Specific Interview
- Values Interview
This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!
Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone.
We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.
FOS Insights Analyst employer: Monzo Bank
Monzo is an exceptional employer that prioritises innovation and collaboration, making it a fantastic place for a Remote CRM Executive to thrive. With a strong focus on employee growth, we offer a generous learning budget and flexible working hours, ensuring you can develop your skills while maintaining a healthy work-life balance. Our commitment to diversity and inclusion fosters a supportive environment where every team member can contribute to meaningful change in the financial sector.
StudySmarter Expert Advice🤫
We think this is how you could land FOS Insights Analyst
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Monzo Bank. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace FOS Insights Analyst
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Monzo Bank.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Monzo Bank's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Monzo Bank
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Monzo Bank.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Monzo Bank will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Monzo Bank employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
