Customer Insight Manager - Remote

Overview

The Customer Insight Manager will lead a team of analysts to transform customer feedback into actionable insights, optimizing the customer experience at Monzo.

In Short

• Lead a team of analysts focused on customer insights.
• Optimize trend and root cause analysis methods.
• Enhance communication of findings to stakeholders.
• Explore alternative feedback sources.
• Regularly analyze key customer experience metrics.
• Uncover root causes of customer pain points.
• Track and ensure action on identified issues.
• Automate and enhance insights through tools.
• Propose improvements for data analysis tools.
• Foster a culture of continuous improvement in the team.

Requirements

• Experience in Root Cause Analysis.
• Strong background in CX metrics (CSAT, complaints, NPS).
• Proficiency in trend and root cause analysis techniques.
• Experience with data analysis and visualization tools.
• Leadership experience with coaching skills.
• Strong communication and stakeholder management skills.

Benefits

• Salary range of £47,600 - £60,200.
• Share options available.
• Birthday time off guarantee.
• £1,000 annual learning budget.
• Support for remote work setup.
• Diversity and inclusion initiatives.