Job Description: User Research Lead

🚀 About Us:

We’re on a mission to make money work for everyone, waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown significantly in the last 10 years in the UK. We offer personal and business bank accounts, joint accounts, accounts for 16-17 year olds, a free kids account, and credit cards. Our UK customers can also save, invest, and combine their pensions with us.

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

We're here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex, and opaque. We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, tests the app, and gives us constant feedback so we can build something everyone loves. We're focused on solving problems rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.

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

📍 Location:

London

💰 Salary:

£90,000 - £140,000 + Benefits

👥 About Our User Research Team:

We are currently a team of more than 20 individual contributors, embedded into collectives (e.g., Core Banking, Business Banking), working cross-functionally with Product Design, Product Management, and Engineering teams. Our research organization is led by Katherine Vaughan, our Director of User Research.

🎯 What You’ll Be Working On:

• Managing a team of user researchers across 1-3 “collectives” (product verticals like Payments or Wealth).
• Working closely with your collective leadership to shape our product strategies and ensure the teams are solving the right customer problems in the right ways.
• Scaling the impact research has on our strategies across the organization.
• Increasing visibility of key research insights and ensuring action is taken as a result.
• Partnering with the Director of Research to ensure everyone in the research team is working on the highest impact areas, and individuals have autonomy to make those decisions where possible.
• Understanding your direct reports well to place them where they fit for impact, growth, and happiness.
• Developing sustainable ways of nurturing all talent within the Research team.
• Leading forums that allow the whole research team to feed into decisions and shape the team.
• Working with Research Operations and the Research Director to scale team systems and processes as we grow.
• Continually raising the standard of research through timely feedback, and improved processes and rituals.
• Hiring brilliant, diverse User Researchers, and ensuring a smooth onboarding process for them.
• Making sure the team has an active presence in the external community and is appealing to a diverse set of hiring prospects.

🗓️ Your Day-to-Day:

• Work within 1-3 critical business areas to develop and deliver a product strategy, including building a deep understanding of customer needs and market opportunities, and how we’ll differentiate ourselves and grow.
• Providing support for around 5-10 direct reports, through clear development goals, timely updates and feedback, and regular 1:1s.
• Collaborate with and influence key stakeholders across the organization, including the wider product teams, company leadership, marketing, compliance, legal, regulatory affairs, and more to get alignment and support for the strategy.
• Work closely with design, product, marketing data, and engineering leadership in your areas to set the direction.