At Monzo, we're building the best bank account in the world: fair, transparent and a pleasure to use. Monzo’s mission is to make money work for everyone, and this is especially important to us when our customers need help with their Monzo lending products, or may be struggling to repay what they’ve borrowed.

Monzo customers are already getting great outcomes from our existing lending products, but as we grow and diversify our products we’ll need to evolve our lending operations function into something capable of providing this exceptional service at scale.

We're looking for a Customer Journey Analyst to help us do this. You’ll be making sure that as we scale, we are fully in control and giving our customers an amazing service and making sure that our processes are fit for purpose whilst continuing to provide a great outcome. You’ll make sure our journeys and internal tooling work perfectly with the customer in mind, and make sure that we can operate in a controlled environment.

The role

You’ll be responsible for:

• Helping to make sure all of our customers get a consistent fair outcome. This includes building customer journeys for people in financial difficulties through our collections and recoveries strategies.
• Supporting Customer Journey Managers with the implementation of fixes or improvements into journeys in order to minimise or de risk them
• Supporting with the creation or amendment of Guidance following process change(s) and the occasional training of colleagues
• Working collaboratively with Engineering and Operations to propose solutions to de-risk or improve journeys
• Supporting the governance structures so that we maintain good oversight and understanding of our priorities, gaps and issues.

You should apply if:

• You have experience working in operations and process or customer journey experience within a financial services environment
• You have experience in implementing process improvements into operational areas
• You’re comfortable working both individually and as part of a team
• You have a working understanding of UK laws and regulation around credit including CONC, CCA and SYSC
• You're analytical and can use data to drive your decision making
• Giving customers in financial difficulty the best outcome is at the heart of what you do!

Logistics

This role can be based in London or be fully distributed within the UK.

Salary range is £33,000 - £45,000 Depending on experience

The closing date for applications for this role is 6pm on 16th September.

We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.

Diversity and inclusion is a priority for us – if we want to solve problems for people around the world, our team has to represent our customers. So we need to attract the best talent and create an environment that supports and includes them. You can read more about diversity and inclusion on our blog.

If you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance.

The application process consists of a 30mins phone call with a recruiter, an initial call with someone from the team, followed by a practical written exercise and 2-3 on-site interviews at our office in London or remotely via hangouts. We promise not to ask you any brain teasers or trick questions.

Equal Opportunity Statement

At Monzo, embracing diversity in all of its forms and 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 ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

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