Data Director – Workforce Systems, Service Performance

Job Description:

  • Leading the strategy for Monzo’s Workforce Systems, across forecasting, capacity planning, scheduling, work status, task assignment and service performance.
  • Building and developing a high-performing team across forecasting, measurement, analytics and operational data products, while helping shape the wider workforce systems roadmap with Product and Engineering.
  • Building production-grade data products that support live operational decisions - including forecasting, schedule fit, work-status signals, capacity impact, throughput and service-performance measures.
  • Improving how we forecast and plan demand, including forecast accuracy, bias, uncertainty, feedback loops, and the impact of new products, new markets, AI agents and changing customer behaviour.
  • Connecting forecasts, schedules and live execution, so teams can understand how operational reality is changing and take action at the right time.
  • Developing stronger system controls for capacity decisions, including forecast releases, demand changes, operational process changes, tooling launches and staffing decisions.
  • Evolving how Forecast Change Requests and capacity-impacting changes work, moving toward system-supported decisioning, impact assessment and guardrails.
  • Partnering deeply with Product and Engineering to define and build the workflows, metrics, controls and technical capabilities that help teams make better workforce decisions.
  • Helping evolve task assignment and routing, so work is allocated based on schedule, skill, capacity, prioritisation logic and live service needs.
  • Raising the analytical and statistical bar across workforce planning and service performance, helping teams reason clearly about forecast error, AHT, workload, volatility, throughput, schedule adherence and customer outcomes.
  • Transforming the operating model for the next stage of scale, helping teams move toward exception-based operation, feedback loops and system-led control.
  • Working with senior leaders across Ops, Data, Product, Engineering and Finance to make trade-offs between service quality, cost, capacity, risk and speed of execution.

Requirements:

  • You’ve led data products, forecasting systems, marketplace systems, logistics systems, operational platforms or live decision systems where data and models directly influenced how a business operated.
  • You have strong first-principles systems thinking and can break complex operational problems into clear components, feedback loops, controls and product opportunities.
  • You have strong statistical judgement - you understand forecasting, uncertainty, bias, volatility, measurement quality, and when a metric is ready to support an operational decision.
  • You’re product-minded: you think about users, workflows, incentives, adoption, decision points, and how tooling can make good decisions easier.
  • You’re credible with Engineering and can partner on architecture, reliability, system design, productisation, sequencing and trade-offs.
  • You’ve built, led or scaled teams working across data, product, engineering or operational systems.
  • You’re comfortable working in live operational environments, where decisions affect customers, cost, risk, regulation and service performance.
  • You can lead through ambiguity and influence senior stakeholders across Product, Engineering, Data, Ops and Finance.
  • You’re a builder-leader: you’ve created teams, systems, processes or capabilities that scale.
  • You’re excited by the challenge of building workforce systems for a future where human and AI capacity operate together.
  • You’re motivated by Monzo’s mission to make money work for everyone, and by the role Operations plays in delivering fast, safe and high-quality customer support as we grow.

Benefits:

  • £1,000 learning budget each year to use on books, training courses and conferences
  • We’ll set you up to work from home; all employees are given MacBooks and remote workers get extra support for their home setup
  • 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
  • We can sponsor your visa
  • We’ll help you relocate to the UK, if applicable
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