Second up in our run of AMAs with the Monzonauts is @Minnie
Minnie has been on the rocket ship Monzo for over 3.5 years and started as a COp specialising in lots of different areas (Vulnerabilities, Financial Difficulties, Business Banking and Troubleshooting to name a few) and now is a team lead in the Retail domain.
Minnie will be joining us to answer questions and give a bit more on what she does on Friday 25th June throughout the day but wanted to open the Topic now to see if thereâs any questions for her in advance.
Minnie has just joined the Community so letâs make her feel welcome
What are your thoughts on the ongoing issues with Tesco, and what if anything is Monzo doing to work with Tesco on fixing them?
I presume these things fall under your purview?
There seems to be a little disparity between the iOS app and android app when it comes to bugs, with the iOS app having more issues. Is that something youâve noticed internally, and do you have any further insight into why that may be? What is the troubleshooting process like at Monzo?
Are you actively working on anything to improve or fix all the merchant data woes?
Are offers your thing or owned by the Plus team? If the former, do you have any updates on how offers might evolve going forward?
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I donât understand what this means she does? It tells me nothing about what the scope of her job is. Or am I just stupid not knowing what âteam lead in the retail domainâ means in every day speak?
What is the current state & forecast path with Merchant Info? Itâs a long running annoyance and a few people on this forum would be happy to help contribute to improving it - is there scope for this? What are the current thoughts of it internally by the Monzo team?
Sorry for the jargon there! Day to day I manage a team of around 15 people. My team specialises in Troubleshooting, which means they are the communication between the Engineering team and our customers. It varies, but generally my team reports bugs, looks at quick fixes, helps with complex issues internally; they generally swoop in and save the day!
I make sure weâre all working towards the same goals, help with development and feedback, encourage everyone to do what makes them happy in work and I report back any issues we find as a team to the relevant department to get fixed.
I hope thatâs a bit more helpful! Iâm happy to explain a bit more if youâd like
The problems reported will vary wildly between âreboot your phoneâ and âcomplex server issueâ - do you have a scale/level of difficulty needed to resolve the issue that is applied to an issue report? Or is it simply levels of escalation that show how complex an issue is becoming?
Hi @Minnie When a user reports an issue where do you/Monzo draw the line on âuninstalling the app will fax thatâ vs something that needs to be proactively fixed?
Related to that are you the right person to advise on this issue which Iâm still experiencing?
Some genuine questions now, but all less important than my previous oneâŠ
Can you explain what the retail element of your role/title means - and are there any counterparts of your role that arenât retail facing?
Whatâs the best thing Monzo have done during the pandemic to support you, and what stuff will you âkeepâ?
Whatâs the most bizarre problem that your team has had to solve?
Can you tell us more about your career journey at Monzo; whatâs been your favourite role / how does the Monzo career journey work from your experience?
What did you do before Monzo?
Is there anything youâre working on at the moment that youâre particularly proud of and want to boast about a bit?