[Remote] Change & Continuous Improvement Partner, VAIB (Vulnerability, Accessibility, Inclusion and Bereavement) at Monzo

United Kingdom

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£40,400 – £51,050Compensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, BankingIndustries

Requirements

Expert knowledge in vulnerability, accessibility, inclusion and bereavements - identifying and reducing barriers that might prevent people from interacting with products and services (essential)
Experience in advising on changes that impact VAIB
Passionate about making money work for everyone
Ability to adapt processes to changing circumstances and value getting feedback that challenges and improves direction
Lean into challenging conversations, always with a focus on making things better
Contribute to team's culture, spot ways to improve processes, and proactively make them happen
Excited about what we're doing in VAIB at Monzo

Responsibilities

Identify, monitor and communicate internal change that impacts VAIB
Be the point of contact for Monzo-wide product & operational changes that impact VAIB, including monitoring and responses in the #vaib-change channel
Provide VAIB inputs into annual product reviews
Collaborate with 1LOD and 2LOD to ensure management of the outputs of the change questionnaire in relation to VAIB and monitoring of VAIB and Vulnerable Customer Risk status
Maintain and adapt guidance on VAIB change considerations to empower wider team members to support vulnerable customers
Work closely with the External Partnerships & Engagement Manager to drive awareness and understanding in business areas of support needs through lived experience research and identify opportunities to work with external partners to improve outcomes for customers in vulnerable circumstances
Ensure findings of lived experience research are incorporated into documentation of how change proposers have considered vulnerable customers
Engage with collective governance to ensure culture of proactive engagement with the needs of vulnerable customers
Create VAIB Change Calendar for consistent communication of impact of change
Support colleagues across Monzo to assess current product and customer service offering against legal, regulatory and industry standards, including proposing ways to adapt governance processes to ensure considerations of vulnerable customers are clearly and constantly captured

Skills

Continuous Improvement

Change Management

Vulnerability Assessment

Accessibility Standards

Inclusion Practices

Bereavement Support

Regulatory Compliance

Governance Processes

Customer Outcomes

Monzo

Digital-only banking platform for consumers

About Monzo

Monzo operates as a digital-only banking platform focused on providing a modern way for individuals to manage their finances. Its main product is a mobile app that allows users to track their income, spending, and savings easily. The app includes features that help users save money, such as automatically setting aside a portion of their paycheck or rounding up transactions to the nearest dollar. Monzo generates revenue through interest on deposits, fees for certain services, and interchange fees from card transactions, as well as offering overdrafts and personal loans. What sets Monzo apart from traditional banks is its real-time balance updates and instant spending notifications, which help users stay informed about their finances. The goal of Monzo is to provide a convenient, mobile-first banking experience that meets the needs of its growing customer base, which has surpassed 8 million users.

London, United KingdomHeadquarters

2015Year Founded

$1,856.7MTotal Funding

LATE_VCCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Competitive salary

Flexible working hours

Work from home

Stock options

32 days of paid vacation and public holidays per year

Health insurance

EAP

Learning budget

Home office stipend

Paid parental leave

Risks

Monzo breached UK banking regulations, risking reputational damage and fines.

Expansion into Europe poses regulatory challenges and potential licensing delays.

Reliance on digital platforms makes Monzo vulnerable to technological disruptions.

Differentiation

Monzo offers real-time spending updates and categorized transactions via a mobile app.

The 'Pots' feature allows users to set aside money for specific purposes.

Monzo Plus provides premium features like custom card designs and travel insurance.

Upsides

Monzo secured $400M in 2024, valuing the bank at $5 billion.

The partnership with SignLive enhances accessibility for Deaf customers.

Expansion into Europe in 2025 could significantly increase Monzo's customer base.

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