Data Director, Workforce Systems and Service Performance

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, bias, uncertainty, feedback loops, and the impact of new products, new markets, AI agents and changing customer behaviour.
• Connecting forecasts, schedules and live execution, so teams can understand how operational reality is changing and take action at the right time.
• Developing stronger system controls for capacity decisions, including forecast releases, demand changes, operational process changes, tooling launches and staffing decisions.
• Evolving how Forecast Change Requests and capacity-impacting changes work, moving toward system-supported decisioning, impact assessment and guardrails.
• Partnering deeply with Product and Engineering to define and build the workflows, metrics, controls and technical capabilities that help teams make better workforce decisions.
• Helping evolve task assignment and routing, so work is allocated based on schedule, skill, capacity, prioritisation logic and live service needs.
• Raising the analytical and statistical bar across workforce planning and service performance, helping teams reason clearly about forecast error, AHT, workload, volatility, throughput, schedule adherence and customer outcomes.
• Transforming the operating model for the next stage of scale, helping teams move toward exception-based operation, feedback loops and system-led control.
• Working with senior leaders across Ops, Data, Product, Engineering and Finance to make trade-offs between service quality, cost, capacity, risk and speed of execution., * You've led data products, forecasting systems, marketplace systems, logistics systems, operational platforms or live decision systems where data and models directly influenced how a business operated.

• You have strong first-principles systems thinking and can break complex operational problems into clear components, feedback loops, controls and product opportunities.
• You have strong statistical judgement - you understand forecasting, uncertainty, bias, volatility, measurement quality, and when a metric is ready to support an operational decision.
• You're product-minded: you think about users, workflows, incentives, adoption, decision points, and how tooling can make good decisions easier.
• You're credible with Engineering and can partner on architecture, reliability, system design, productisation, sequencing and trade-offs.
• You've built, led or scaled teams working across data, product, engineering or operational systems.
• You're comfortable working in live operational environments, where decisions affect customers, cost, risk, regulation and service performance.
• You can lead through ambiguity and influence senior stakeholders across Product, Engineering, Data, Ops and Finance.
• You're a builder-leader: you've created teams, systems, processes or capabilities that scale.
• You're excited by the challenge of building workforce systems for a future where human and AI capacity operate together.
• You're motivated by Monzo's mission to make money work for everyone, and by the role Operations plays in delivering fast, safe and high-quality customer support as we grow.

?? Your background could look like…

You may have worked in data science, data products, operational systems, forecasting, marketplace operations, logistics, planning systems, routing, service platforms, AI-enabled operations, or another complex supply/demand environment.

Experience in Workforce Management, customer operations, outsourcing, or contact centres would be useful, but it's not required. We care more about your ability to understand complex systems, build data products that power operational decisions, and lead across Data, Product, Engineering and Operations.

You also don't need to be the deepest hands-on forecaster or ML engineer yourself, but you should know what good looks like, set a high bar, and build the team and systems around you.

?? £120,000-£175,000 + Benefits ?? We'll help you relocate to the UK, if applicable ? We can sponsor your visa ?? This role can be based in our London office, but we're open to distributed working within the UK, with occasional meetings in London ? We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team ?? £1,000 learning budget each year to use on books, training courses and conferences ?? We'll set you up to work from home; all employees are given MacBooks and remote workers get extra support for their home setup ? Plus lots more - read our full list of benefits

?? Our interview process

We focus on real-world problem solving - not brainteasers.

Our process usually includes:

• 30 minute recruiter call
• 45 minute hiring manager call
• Interviews with senior leaders across Data, Product, Engineering and Operations

We'll explore how you think about:

• building data products that operate inside live systems
• forecasting, uncertainty and operational measurement
• designing systems, controls and feedback loops
• cross-functional leadership
• service performance and operational trade-offs
• building teams and capabilities for scale

This is a senior technology and data leadership role focused on building the next generation of workforce systems at Monzo. The role sits at the intersection of Data Science, Product, Engineering and Operations. It needs someone who can bring statistical judgement, product thinking, technical credibility and people leadership together to shape systems used in live operational decision-making. You'll help Monzo continue to scale Customer Operations as our product set, customer base, AI capabilities and global footprint grow. That means building systems that help us serve customers quickly and safely, use human and AI capacity well, and make high-quality operational decisions in increasingly complex environments.