Data Director, Workforce Systems & Service Performance

Our Workforce Systems team

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. We’re 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.

You’ll sit at the intersection of Data, Product, Engineering, Operations and Finance. You’ll 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. You’ll work on capabilities that make workforce decisions more accurate, more automated, more explainable and more resilient as the business grows.

You’ll 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 don’t need to come from a traditional Workforce Management or contact centre background. We’re looking for a senior data-product systems leader who can reason from first principles, build scalable operational systems, and lead through ambiguity across multiple disciplines.

You’ll play a key role by…

• Leading the strategy for Monzo’s Workforce Systems, across forecasting, capacity planning, scheduling, work status, task assignment and service performance.
• Building and developing a high-performing team across forecasting, measurement, analytics and operational data products, while helping shape the wider workforce systems roadmap with Product and Engineering.
• Building production-grade data products that support live operational decisions - including forecasting, schedule fit, work-status signals, capacity impact, throughput and service-performance measures.
• Improving how we forecast and plan demand, including forecast accuracy, multi-channel and multi-product volume forecasting, and embedding forecasting into operational planning and budgeting cycles.