Senior Workforce Management Analyst

About the role

<div class="content-intro"><p><strong><em>🚀 We’re on a mission to make money work for everyone.</em></strong></p> <p>We’re waving goodbye to the complicated and confusing ways of traditional banking.</p> <p>After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as&nbsp;<a href="https://monzo.com/current-account/personal">personal</a> and <a href="https://monzo.com/business-banking">business</a> bank accounts, we offer <a href="https://monzo.com/current-account/joint-account">joint accounts</a>, <a href="https://monzo.com/current-account/16-17">accounts for 16-17 year olds</a>, a <a href="https://monzo.com/current-account/under-16s">free kids account</a> and <a href="https://monzo.com/flex">credit cards</a> in the UK, with more exciting things to come beyond. Our UK customers can also <a href="https://monzo.com/savings">save</a>, <a href="https://monzo.com/investments">invest </a>and&nbsp;<a href="https://monzo.com/pensions">combine their pensions</a> with us.&nbsp;</p> <p>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!</p> <p>We’re not about selling products - we want to solve problems and change lives through Monzo ❤️</p> <hr> <p>&nbsp;</p></div><p>📍London, Cardiff or Remote (UK) | 💰£40,400 - £51,050 + <a href="https://monzo.com/careers/">&nbsp;Benefits</a>&nbsp;<br><br></p> <p>⭐ <strong>Our Workforce Management (WFM) team</strong></p> <p>This is an excellent opportunity to step into a key Senior WFM Analyst role on a <strong>15 month fixed-term contract.</strong> You'll report to a WFM Service Manager and be instrumental in using data-driven insights to perfectly staff our customer operations and service teams.</p> <p>You will be crucial in predicting our resource needs, proactively identifying risks, and translating those findings into<strong> </strong>clear, actionable strategies for our senior leaders. You’ll be a guiding voice for leaders, constantly improving WFM processes, and collaborating closely with Operations, People, Hiring, and L&amp;D to boost efficiency and enhance the customer experience at Monzo.<br><br></p> <p><strong>🔑 You’ll play a key role...</strong></p> <ul> <li>Preparing clear, concise, and actionable executive-level reports and presentations on WFM performance, trends, and resource requirements for senior leadership.</li> <li>Analysing large datasets, identifying patterns and trends, and communicating key insights to stakeholders. You'll use Google Sheets and Looker to create visualisations and reports, with a basic knowledge of BigQuery being a bonus.</li> <li>Creating and reviewing shift offerings to support business growth and improve our flexible working employee rating.</li> <li>Showing the operational impact of supply and demand for potential changes to shift patterns across all required domains.</li> <li>Working closely with the forecasting, People, Operations, and WFM data teams to continuously improve schedule quality, shift offerings, and reduce errors.</li> <li>Ensuring holiday utilisation remains within budget and at expected quarterly levels, factoring in seasonality.</li> <li>Deep-diving into schedule issues to improve schedules, reduce manual amendments, and increase schedule automation per domain.</li> <li>Managing mappings, service goals, and overall Verint backend configuration and setup.</li> <li>Collaborating with the People team (for FWRs), Hiring, L&amp;D (for New Hires), Operations (for schedules, skills, and shifts), and Forecasting for schedule accuracy.</li> </ul> <p><strong>🤩 We’d love to hear from you if…</strong></p> <ul> <li>You have demonstrable experience in workforce management, ideally in a fast-paced, high-growth environment (e.g., technology, customer support, operations).</li> <li>You possess expertise in WFM software and tools, with Verint e

Skills