Job Description: Change & Continuous Improvement Lead

Salary: £50,200 - £60,000 Location Type: UK Remote Employment Type: Full-time

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Company Overview 🚀

We’re on a mission to make money work for everyone, waving goodbye to the complicated and confusing ways of traditional banking. Over the last 10 years in the UK, our product offering has grown significantly from a prepaid card to include personal and business bank accounts, joint accounts, accounts for 16-17 year olds, a free kids account, and credit cards. We also offer savings, investments, and pension consolidation.

Known for our hot coral cards, get-paid-early feature, financial education on social media, and award-winning customer service, we have a history of creating magical moments for our customers. We’re not about selling products; we aim to solve problems and change lives through Monzo ❤️.

Hear from our UK team about what it's like working at Monzo ✨.

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Application Deadline

Due to high application volume, this advert will close at 9 am on Monday, May 26th. No further applications will be considered after this time. Please apply quickly! Good Luck 🤞.

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About Our Team 🚀

The Change & Continuous Improvement team acts as the bridge between our Product and Operations teams, ensuring we remain agile, efficient, and constantly evolving. You will be at the heart of transformation, shaping how change is implemented 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 role is about making good things even better.

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Responsibilities:

• Provide leadership and support to a team of Change & Continuous Improvement Partners.
• Ensure the delivery of fast-moving projects, from process redesign to product launches.
• Support the team in overcoming challenges and driving pace while maintaining alignment to strategic goals.
• Maintain and ensure seamless operation of Customer Ops processes and workflows, leading plans for necessary change and improvements.
• Drive a culture of proactivity, continuous improvement, and innovative change through your direct team and wider stakeholders.
• Lead collaboration with stakeholders across Product, Ops, Risk, and Customer Ops to ensure effective landing and embedding of change and transformation within the domain.
• Track the impact of change and improvements using 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 operational guidance and processes to ensure they accurately reflect policies, standards, and procedures. Ensure help articles and 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, ensuring effective information flow in and out of the team.
• Own real-time feedback loops with teams interacting directly with customers to gain a deep understanding of the Customer and Customer Ops experience.

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Requirements:

• Experience leading a team and influencing strategic priorities.
• Strong ability to coach and develop teams and individuals, preferably with FinTech and/or FinServ experience.
• Proven track record of end-to-end project delivery and experience in leading through change.
• A delivery mindset: ability to break down work, prioritize effectively, and keep teams focused on value.
• Understanding of how regulatory frameworks can influence operational change and design.
• Ability to interpret and use data (operational, qualitative, and quantitative) to identify problems and measure impact.

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Benefits

• [Details on benefits would typically be listed here]