Customer Insight Analyst

Remote from: UK
Salary, yearly, GBP: 32,900 - 44,600
Department: Data Science & Analytics
Employment type: Full Time,
Job posted: 12 Jun 2026
Apply before: 12 Jul 2026
Views / Applies: 16 / 1

About company

About Monzo

Your New Favourite Bank

Banking
2015

Actively Hiring

AI Summary

This Customer Insight Analyst role at Monzo involves analyzing customer experience metrics like CSAT and complaints to identify trends and root causes. You will perform deep dives into customer journeys, share findings with stakeholders, and track improvements. The role requires strong data analytical skills, critical thinking, and the ability to present actionable insights. Monzo offers a remote-first environment with a salary range of £32,900-£44,600 plus performance incentives. This is a key position to enhance customer experiences in a fast-growing fintech.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires intermediate data analysis skills and the ability to synthesize complex information, but it is not overly technical or senior, hence a 3 out of 5.

Salary Analysis

AI Insight The offered salary range of £32,900 - £44,600 is competitive for a Customer Insight Analyst role in the UK, with the median at £38,750. This aligns with industry standards for mid-level roles, though the top end may be slightly below market max for experienced analysts with specialized skills.

Key Skills

Customer Insights Data Analysis Root Cause Analysis Customer Experience (CX) Looker Stakeholder Management Dashboards SQL CSAT Analysis Complaints Analysis

Cover Letter Sample

I am writing to express my strong interest in the Customer Insight Analyst position at Monzo. With a solid background in data analysis and a passion for improving customer experiences, I am confident that my skills align perfectly with the requirements of this role.

In my previous role, I leveraged tools like Looker and SQL to analyze customer feedback, identify root causes, and present actionable insights that directly improved CSAT scores. I thrive on translating complex data into clear, strategic recommendations for stakeholders.

I am particularly drawn to Monzo's mission of making money work for everyone and its customer-centric approach. The opportunity to drive meaningful improvements through insights and collaborate with cross-functional teams excites me.

I look forward to the possibility of contributing to Monzo's success and would welcome the chance to discuss my application further. Thank you for your consideration.

Possible Interview Questions

Describe a time you used data to identify a root cause of a customer issue.

In my previous role, I noticed a spike in complaints about a specific feature. I analyzed CSAT scores and case logs, conducted a root cause analysis, and found that a recent product update had introduced a confusing workflow. I presented my findings to the product team, who rolled back the change, resulting in a 20% improvement in satisfaction.

How do you present complex findings to non-technical stakeholders?

I focus on telling a clear story: start with the business impact, use simple visualizations like charts, and avoid jargon. I always include a summary of key insights and recommended actions, and I tailor the level of detail to the audience's needs.

How do you prioritize which insights to focus on?

I prioritize based on impact and frequency. I look at metrics like volume of complaints or CSAT decline, and I also consider strategic goals. I use frameworks like ICE (Impact, Confidence, Ease) to decide where to dive deeper.

Describe your experience with Looker or similar BI tools.

I have used Looker extensively for creating dashboards and ad-hoc analysis. I am comfortable writing LookML, exploring data, and building reports. I also have experience with SQL for data extraction and manipulation.

How do you ensure your insights lead to actionable improvements?

I collaborate with stakeholders to define clear owners and timelines for each recommendation. I follow up in regular meetings to track progress and update insights based on new data. I also create dashboards to monitor the impact of changes.

🚀 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 ❤️

UK Remote | 💰 £32,900 – £44,600 (40 hours) + Incentive Awards tied to your performance +Benefits | Hear from the team ✨

Our Customer Insights team

The Customer Insights team is responsible for providing actionable, multi-source insights into our customers’ support experiences, and sharing these with Ops leadership, domains and product teams to help ensure we create the right action plans and roadmaps to deliver great experiences to all Monzo customers.
In order to do this, stakeholders require data led, actionable insights on where we are meeting our customer’s expectations and where we can improve.
As a Customer Insights Analyst you’ll analyse the sources we have available to understand our customers perception of their experience (e.g. CSAT, complaints, expressions of dissatisfaction) to spot themes and perform root cause analysis, sharing your findings with stakeholders and tracking how opportunities to improve are being included in appropriate plans (e.g. domain action plans, product roadmaps or quick fix lists).
You’ll play a key role by…

Reviewing our key CX metrics each month across CSAT, Complaints and other available sources to identify trends/key drivers of the metrics and areas where further analysis is needed
- Set up ways to repeat this with low effort (e.g. dashboards, training ML models etc)
Deep diving into identified areas of interest to find root causes within specific or many customer journeys, across product, processes and customer support delivery – this might involve review of customer cases, or shadowing of customer support agents.
Share findings in relevant forums to enable business leaders to understand their areas performance and opportunity areas.
Keep an overview of root cause issues identified, and track whether required improvements/opportunities have been added to owners action plans (e.g. domain continuous improvement lists, product squads roadmaps or quick fix lists)
Providing recommendations which can be shared with our product and data teams on how our data and feedback sources can be improved to enhance future insights
Providing insight to our Operational Teams that help shape the coaching and training of Customer Support Team members

We’d love to hear from you if…

You have great data analytical skills – you’re comfortable manipulating data in Looker, or other data platforms and using new tech with training.
You’re a critical thinker and are able to identify the root cause of an issue along with it’s compounding factors.
You are naturally curious about both data and process and look for new ways to improve both.
You’re passionate about improving customer experiences.
You’re able to distill complex findings into simple, actionable summaries.
You’re able to confidently communicate and present those finding to a range of stakeholders.

What’s in it for you

💰£32,900 – £44,600 (40 hours) + Incentive Awards tied to your performance
📍Remote (UK)
📚£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.
➕ Plus lots more! Read our full list of benefits.

🌈 The application journey has the following key steps

Application questions.
Call with a Recruiter
Competency-based Interview to discuss your previous experience and technical knowledge
If you pass the above interview, you will be invited back for a Values and a Task

This process should take around 3-4 weeks – your schedule is really important to us, so we promise to be as flexible as possible!

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

⏳ We’ll close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

#LI-REMOTE #LI-NEM01

Equal opportunities for everyone

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. You can read more in our blog, 2026 Diversity and Inclusion Report and 2025 Gender Pay Gap Report.

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.

If you have a preferred name, please use it to apply. We don’t need full or birth names at application stage 😊

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