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Customer Journey Analyst Full-time Job

1 month ago Customer Services London   82 views
Job Details

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


Company Description
Diversity and inclusion are a priority for us at Monzo 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 in the world, and create an environment that supports and includes them.