Data Director, Workforce Systems & Service Performance
Monzo
Cardiff, London or Remote (UK); London
Full-Time
Competitive
RemoteDirector
Were on a mission to make money work for everyone.
Were 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!
Were not about selling products - we want to solve problems and change lives through Monzo
London/Cardiff/UK Remote | 150,000180,000 + Incentive Awards tied to your performance + Benefits
Customer Operations at Monzo is at the heart of delivering fast, safe and high-quality support to millions of customers.
As Monzo grows, the way we run operations is evolving. Were supporting more customers, more products, more markets, more regulatory expectations, and a growing mix of human and AI-powered service. This creates one of the most interesting operational systems challenges at Monzo: how do we forecast demand, plan supply, schedule work, route tasks, understand live performance, and make capacity decisions across an increasingly complex global operation?
Workforce systems are central to this. They help determine how Monzo matches customer demand with human and AI capacity, how we protect service levels, how we make cost and capacity trade-offs, and how we keep support fast, safe and reliable as we scale.
The next phase is about building the workforce systems that allow Monzo to keep scaling Customer Operations as we expand our products, global footprint and AI capabilities - supporting our mission to make money work for everyone.
This role will lead that next phase.
Youll sit at the intersection of Data, Product, Engineering, Operations and Finance. Youll shape the technology, data products and operating systems that help Monzo understand demand, plan capacity, schedule work, measure execution, assign tasks, and respond to live operational change. Youll work on capabilities that make workforce decisions more accurate, more automated, more explainable and more resilient as the business grows.
Youll also build and develop the team and capability needed for this next stage - raising the bar for forecasting, measurement, operational data products and system-led workforce decisioning.
You dont need to come from a traditional Workforce Management or contact centre background. Were looking for a senior >blog, 2026 Diversity and Inclusion Report and 2025 Gender Pay Gap Report.
Were 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