Change & Continuous Improvement Lead (Wealth)

Were on a mission to make money work for everyone.

Were waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card our product offering has grown a lot in the last 10 years in the UK. As well aspersonal and business bank accounts we offer joint accounts accounts for 16-17 year olds a free kids account and credit cards in the UK with more exciting things to come beyond. Our UK customers can also save invest andcombine their pensions with us.

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!

Were not about selling products - we want to solve problems and change lives through Monzo

Hear from our UK team about what its like working at Monzo

UK Remote 50200 - 60000 Benefits Hear from the team

About our team

The Change & Continuous Improvement team is the bridge between our Product and Operations teams and keeps us agile efficient and always evolving.

Youll be at the heart of transformation: shaping how change lands across our Customer Operations teams creating magical customer journeys removing friction from processes and empowering our teams to deliver better faster and more confidently. This isnt just about fixing whats broken its about making good things even better.

Wealth picks up where Core Support leaves off. Rather than focussing on budgeting tools or ways to save money we will instead focus on providing the right products to put that money into and education on how to make the best use of them. Wealth is made up of our Savings Investments and Pensions team which are rapidly growing and focussed on supporting customers with our new products.

Youll play a key role by...

• Provide leadership and support to a team of Wealth Change & Continuous Improvement Partners;
• Responsible for ensuring the delivery of fast moving projects from process redesign to product launches.
• Support the team to unblock challenges and drive pace while ensuring alignment to strategic goals.
• Ensure Customer Ops processes and workflows are maintained and work seamlessly and lead on plans to implement change and improvements where necessary.
• Drive a culture of proactivity continuous improvement and innovative change through your direct team and a wider group of stakeholders.
• Lead collaboration with the stakeholders across Product Ops Risk and Customer Ops to ensure change and transformation is landed and embedded effectively within the domain.
• Track the impact of change and improvements through KPIs metrics and feedback loops. Identify and communicate emerging trends opportunities and response plans.
• Provide oversight development and delivery of Customer Ops readiness plans and principles.
• Oversee the maintenance and development of our operational guidance and processes to ensure they accurately reflect our policies standards and procedures. Ensure help articles and other customer facing materials remain current.
• Maintain documentation for service level agreements and hard deadlines for all operational tasks; propose changes as required via governance routines.
• Manage team rituals planning meetings and retrospectives - making sure the information flow in and out of the team is easy and effective.
• Own real-time feedback loops with our teams who are speaking to our customers to gain a deep understanding of the Customer and Customer Ops experience.

Wed love to hear from you if

• Experience leading a team and influencing strategic priorities. Strong ability to coach and develop teams and individuals essentially with FinTech.
• Preferable experience within savings investments pensions or wealth related products.
• Proven track record of end to end project delivery and experience in leading through change.
• A delivery mindset. You know how to break work down prioritise effectively and keep teams focused on value.
• Understanding of how regulatory frameworks can influence operational change and design.
• Able to interpret and use data (operational qualitative and quantitative) to identify problems measure improvements and support strategic decision-making.
• Confidence in managing stakeholder relationships and navigating ambiguity. You bring structure and calm to fast-moving situations.
• Ability to provide specific actionable feedback to a wide range of audiences and levels.
• Ability to build and maintain strong relationships with key stakeholders
• You are comfortable and energised by ambiguity and a proactive problem solver with a bias for action.
• Advanced skills in planning and organisation with the ability to re-prioritise workload and be able to effectively deal with change at short notice.
• Fluency in MacOS Slack and GSuite tools and the ability to adapt to learn new systems and processes.

Whats in it for you

50200 - 60000 share options.

1000 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.

Plus lots more! Read our full list of benefits.

The application journey has 3 key steps

1. Recruiter call (30 mins)
2. Values Interview (60 minutes)
3. Role Specific (60 minutes)

This process should take around 3-4 weeks - your schedule is really important to us so we promise to be as flexible as possible! Youll hear from us throughout the application process but if youve got any questions please reach out to You can also use this email address to let us know if theres anything we can do to make the process easier for you because of disability neurodiversity or anything else.

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

Well only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you dont miss out.

#REMOTE-LI

Equal opportunities for everyone

Diversity and inclusion are a priority for us and were making sure we have lots of support for all of our people to grow at Monzo. At Monzo were 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.

Were 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 dont need full or birth names at application stage