We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ️

We're looking for an experienced and highly skilled Senior Forecast Analyst - Workforce Management (WFM) to join our team at Monzo. This pivotal role requires a forward-thinking individual with expertise in demand forecasting, volume modelling, and headcount planning to ensure optimal resource allocation across our customer operations and service teams. You'll be instrumental in using data-driven insights to predict business needs, mitigate risks, and present actionable strategies to senior leadership.

As part of the Workforce Management team, you'll be responsible for creating and maintaining accurate volume and headcount forecasts, providing strategic guidance to leadership, and driving continuous improvement in forecasting methodologies. You'll work closely with cross-functional teams, including operations, finance, and customer service, to optimise workforce deployment, increase efficiency, and enhance overall business performance.

What you'll be doing

• Volume & Headcount Forecasting: Develop advanced, data-driven volume and headcount forecasts using historical data, seasonal trends, business cycles, and other relevant factors. Deliver accurate forecasts across all business units to support operations and service delivery.
• Forecasting Models: Design and implement sophisticated forecasting models that account for complex variables such as customer demand patterns, advisor availability, shift patterns, and external factors (e.g., market trends, seasonal events). You'll be skilled in modelling scenarios for various projects across different domains.
• Executive Communication & Reporting: Prepare clear, concise, and actionable executive-level reports and presentations on forecast accuracy, trends, and resource requirements. Provide regular updates to senior leadership on forecast performance, insights, and any potential issues or risks. You'll also be able to produce documentation for senior stakeholders.
• Data Analysis & Insights: Analyse large datasets, identify patterns and trends, and communicate key insights to stakeholders. You'll be proficient in using BigQuery and Looker to create visualisations and reports that inform decision-making.
• Collaboration & Cross-Functional Coordination: Work closely with operations, people (HR), finance, and other departments to align forecasting models with company goals and initiatives. Provide recommendations to improve resource management and staffing levels based on forecast outcomes.
• Continuous Improvement: Regularly evaluate the accuracy of forecasts and implement adjustments or enhancements to improve the quality of future predictions. Stay up-to-date with industry best practices, tools, and technologies to improve forecasting processes.
• Capacity Planning: Work collaboratively with our capacity planning team and long-term forecasting strategic teams. You'll assist with short-term and long-term capacity planning efforts by translating forecasted volumes into actionable staffing requirements, ensuring service levels are met while optimising resource utilisation.

We’d love to hear from you if you have…

• Demonstrable experience in workforce management, volume forecasting, and headcount planning, ideally in a fast-paced, high-growth environment (e.g., technology, customer support, operations).
• Expertise in WFM software and tools. Verint experience is preferred.
• Strong proficiency in SQL, particularly with BigQuery.
• Advanced Google Sheets skills (advanced formulas, pivot tables, and data analysis).
• A proven track record of creating and managing sophisticated forecasting models that drive business outcomes.
• Experience presenting complex data to executive leadership and influencing decision-making through clear, strategic communication.
• Excellent analytical skills with the ability to synthesise data, identify trends, and translate insights into actionable strategies.
• Familiarity with business intelligence and data visualisation tools, especially Looker.
• Knowledge of workforce optimisation principles and methodologies.
• Experience with scenario planning, resource modelling, and strategic capacity planning.
• Strong interpersonal and communication skills, with the ability to collaborate effectively with cross-functional teams and senior executives.
• The ability to work autonomously, manage multiple priorities, and thrive in a dynamic, fast-paced environment.

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

What’s in it for you

This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London)

We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.

£1,000 learning budget each year to use on books, training courses and conferences.

We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here .

Closing date for the role is Thursday 26th at 6pm.

#LI-OH #LI-REMOTE

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog , 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage

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