FOS Insights Analyst

Monzo · Cardiff, London, London or Remote (UK) · £33,600 - £44,450 We're on a mission to make money work for everyone. As a FOS Insights Analyst, you'll uncover the root causes behind complaints and Ombudsman decisions, turn data into meaningful insights, and help teams make changes that improve customer outcomes and prevent future harm. Key responsibilities: Monitor key risk indicators, including FOS referral and overturn rates Carry out root cause analysis and deep dives into FOS referrals and outcomes Turn complex data into clear, actionable insights and recommendations Share findings with senior leaders and governance committees Track agreed actions across teams and assess their impact Work with the FOS to share insights and identify practical solutions Requirements: Experience carrying out root cause analysis and turning findings into meaningful improvements Understanding of complaint handling in an FCA-regulated environment Familiarity with the Financial Ombudsman Service Confidence analysing and interpreting data Ability to turn complex information into clear, practical recommendations Comfortable working with stakeholders across different teams Benefits: £33,600 - £44,450 + Incentive Awards tied to your performance Flexible working hours £1,000 learning budget each year MacBook and support for remote workers Plus lots more!