Senior Lead Product Designer, Operations

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

London or UK Remote 110000 - 125000 Benefits Hear from the team

Our Design team

Were a team of 100 designers researchers and brand experts led by Chief Design Officer Vuokko Aro. Were on a mission to make money work for everyone. Product Design makes up almost half of our design disciplines working in tight-knit squads alongside research product and engineering to solve real customer problems at scale.

We design for the magic moments

Weve built a bank that feels human not just functional. Our product is our personality. We blend research empathy and craft to turn everyday interactions into memorable experiences.

Right now were growing fast and looking for passionate designers to shape Monzos future and theres a huge opportunity to make your mark.

The Operations Collective is where we design how help and customer support works at Monzo. We think holistically about the experience of getting support as a customer and how that connects to the systems tools and people behind the scenes.

Were focused on delivering effortless tech-led support experiences that can scale as Monzo grows. That means understanding customer problems deeply preventing support needs where possible solving issues at their source within the product and designing seamless journeys whether customers self-serve or speak to a customer support agent.

AI and automation play a central role empowering customers to resolve simpler issues independently and equipping our operations teams with intelligent tools to handle more complex cases with confidence and speed. We design across the full ecosystem: customer journeys internal platforms routing and the foundations that enable us to scale safely.

Theres a real opportunity to shape how help works across Monzo end to end.

Youll play a key role by...

• Embedding the long-term design vision for support experiences at Monzo shaping how customer-facing journeys internal systems and human service connect into one coherent ecosystem.
• Leading large end-to-end design initiatives across ambiguous problem spaces spanning AI-enabled help experiences internal tooling and operational workflows.
• Designing with a service mindset understanding what happens beyond the interface and shaping the real-world impact of your design decisions.
• Designing across touchpoints; from the app to the phone to human support.
• Navigating tradeoffs and guiding strategic decisions in an opinionated way.
• Coaching the other Ops Collective designers by helping them to embed the vision in their work running design crits and supporting them to shape their work.
• Continuing to raise the bar for design craft and product excellence at Monzo ensuring your work is a benchmark for quality and innovation across the organisation and our industry.
• Partnering with cross-functional leaders to define and execute product strategies that translate into actionable plans you help build and ship.
• Proactively addressing systemic challenges reducing complexity and creating better conditions for teams to deliver impactful work.
• Acting as a visible ambassador for Design sharing your work and its impact across the company to maintain Designs place at the heart of Monzo.
• Mentoring and levelling up designers across the discipline fostering a culture of growth collaboration and belonging.

Wed love to hear from you if

• Youre an expert in your craft with deep expertise in a specific design discipline and strong foundational skills across all areas of product design.
• Youre comfortable designing for AI and automation-enabled environments and excited by the opportunities AI creates to rethink how services operate.
• You have experience working on complex service ecosystems where digital products connect to real-world operations people or logistics.
• Youre passionate about improving how humans and technology work together creating experiences that feel seamless to customers and empowering to the teams delivering support.
• You have a proven track record of delivering high-impact design work that drives customer outcomes influences company metrics and achieves commercial goals.
• Youll have excellent visual UI and interaction skills and the ability to think through complex interaction design.
• You thrive in ambiguity leading teams to deliver in complex fast-changing environments while maintaining a high bar for quality.
• Youre a strategic thinker who can shape product direction across multiple areas and translate organisational goals into clear actionable plans.
• Youre a natural collaborator skilled at working cross-functionally to improve ways of working and deliver greater value for customers and the business.
• Youre passionate about growing and shaping the Design team whether through hiring onboarding or creating resources that scale your impact across the organisation.
• Youre pragmatic and proactive always looking for ways to improve Designs impact at Monzo while balancing the need to get the job done.

Whats in it for you

110000 - 125000

Well help you relocate to the UK.

We can sponsor your visa.

This role can be based in our London office but were 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.

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!

The application journey has 3 key steps

• 30-minute call with our Recruiter Tom
• 1-hour craft interview where youll present a single case study to 2 members of our Design team.
• 2 x 45-minute interviews covering Leadership & Values and Strategy & Impact.

This process should take around 3-4 weeks - your schedule is really important to us so we promise to be as flexible as possible!

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.

#LI-TR1

#LI-Remote

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