Customer Insight Manager

Cardiff, Wales, United Kingdom

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£47,600 – £60,200Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, FintechIndustries

Requirements

Candidates should have demonstrable root cause analysis experience, a strong background in CX metrics (e.g., complaints, CSAT, NPS), and proficiency in trend and root cause analysis techniques. They must be able to integrate data from multiple feedback sources, track and measure the impact of insights and recommended actions, and have experience with data analysis and visualization tools like Looker. Experience with emerging analysis tools (LLMs etc.) and leadership experience with skills in coaching and developing analytical talent are also required.

Responsibilities

The Customer Insights Manager will lead a team of analysts responsible for creating actionable, multi-source insights into customer experiences and identifying root causes of pain points. Responsibilities include optimizing trend and root cause analysis methods, enhancing the sharing of findings with stakeholders, exploring alternative feedback sources, regularly analyzing performance using CX metrics, deep-diving into identified areas to find root causes, influencing change by sharing findings with business leaders, tracking and ensuring action on identified issues, automating and enhancing insights through self-serve dashboards and ML models, and proposing improvements to data, feedback sources, and analysis tools.

Skills

Customer Insight Analysis

Data Analysis

Qualitative Review

Trend Analysis

Root Cause Analysis

Customer Feedback Analysis

CSAT

Complaint Analysis

Leadership

Team Management

Monzo

Digital-only banking platform for consumers

About Monzo

Monzo operates as a digital-only banking platform focused on providing a modern way for individuals to manage their finances. Its main product is a mobile app that allows users to track their income, spending, and savings easily. The app includes features that help users save money, such as automatically setting aside a portion of their paycheck or rounding up transactions to the nearest dollar. Monzo generates revenue through interest on deposits, fees for certain services, and interchange fees from card transactions, as well as offering overdrafts and personal loans. What sets Monzo apart from traditional banks is its real-time balance updates and instant spending notifications, which help users stay informed about their finances. The goal of Monzo is to provide a convenient, mobile-first banking experience that meets the needs of its growing customer base, which has surpassed 8 million users.

London, United KingdomHeadquarters

2015Year Founded

$1,856.7MTotal Funding

LATE_VCCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees