Senior Manager of Customer Insights and Operational Change

We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

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!

We’re not about selling products - we want to solve problems and change lives through Monzo ️

Due to the forecasted popularity of this role, we will close it once we feel that we have received enough applications. No other applications will be accepted after this time. So please apply quickly and best of luck

In the spirit of transparency, it is essential that you are a SME in Customer Insight and Customer Experience (CEX) not only change management.

As we continue our mission at Monzo to help ‘Make money work for Everyone’, in Operations we’re aiming for our Customer Support set up to continue to be part of what makes Monzo magic (why customers recommend us) as we scale and innovate.

Essential to this goal, the Senior Manager of Customer Insights and Operational Change will support the Director in leading the teams responsible for transforming customer feedback into actionable insights for the business, and ensuring the successful delivery of change across our operations. With this oversight, they will work with the Director and VP to ensure this lens is factored into our Operational strategy and delivery plans.

What you will be doing:

Support the Director/VP in leading the below teams to achieve their individual missions, whilst identifying the opportunities to unite their efforts and output for optimised impact, and using the unique view (across product, ops and customers) to contribute to our Operational strategy and delivery plans as part

• Customer Insights
• Function: Customer journeys and Root Cause Analysis
• Mission: Continually transform the voice of the customer throughout their journeys into actionable insights, empowering teams across the business to optimise our products and support services
• Ops Projects:
• Function: Project management
• Mission: Support optimisation of our Ops strategy by testing new approaches and leading on resulting transformation projects
• Ops Change:
• Function: (Product) Change management
• Mission: Enable us to scale and innovate safely at pace, by reliably landing product changes with our 3500+ strong Customer Operations (COps) team.

Key requirements:

Support the Director to lead, mentor and develop our new senior leaders for the above teams to develop the approaches, ways of working and team talent needed for our next stage of growth

• Customer Insights
• Establish the customer journeys team and approach within the business
• Map and review end to end customer journeys across multiple customer touch points, identifying pain points and opportunities for improvement, including how they are tailored to diverse customer segments
• Utilise data analytics, customer insights and behavioural trends to inform journey enhancements.
• Continue development of our root cause analysis methodology, expanding to new feedback sources, and ways to understand the voice of our customers - using the right balance of technical solutions and crucial human qualitative review.
• Enhance how we share findings with stakeholders across the business and track changes to ensure we’re having real impact and strategic recommendations for continuous improvement.
• Ops Projects and Change
  • This will be achieved through direct line management of our Ops Product Change team, as well as building out the ‘Change community’ to set best practice and develop expertise across all change roles in Ops
  • Oversee-end-to-end operational readiness for concurrent product launches ensuring processes, systems and teams are fully prepared to deliver exceptional customer experiences.
  • Establish frameworks for assessing operational readiness, including resource allocation, process optimisation and technology integration.
  • Drive adoption of change initiatives across the organisation, fostering a culture of adaptability and continuous improvement.
• Mature our Ops Readiness competency to align to the new level of change (nature and amount) we’re supporting our product teams to launch
• Establishing our new Project Management function to move Operational projects from side of desk for Ops leaders to a key strategic lever
• Work together to spot opportunities to streamline work and/or create a 360 feedback loop between insights and change
• Embed consideration of customer insights and change management needs and successes into our Ops strategy and delivery plan, via the Director/VP and working with the Head of Strategy

You should apply if:

• Customer-centric mindset: Deep understanding of customer behaviour and passion for delivering exceptional experiences in a Fintech or Digital environment
• Strategic thinking: Translate customer needs into actionable, scalable strategies that drive business outcomes.
• Leadership & influence: Proven ability to lead cross-functional teams and influence stakeholders at all levels.
• Data and analytics proficiency: Experience with data-driven decision-making including tools such as Looker, and newly emerging AI offerings
• Regulatory knowledge: Balance innovation with regulatory compliance.
• Communication & collaboration: Strong interpersonal skills to align multiple teams and communicate insights effectively.

Our interview process involves:

• Answering the applications questions below
• Leadership interview
• Behavioural Interview
• Final meeting with VP of Customer Operations

What’s in it for you

£1,000 learning budget each year to use on books, training courses and conferences.

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

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to ninaebanksmetcalfe@monzo.com . You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

#LI-REMOTE #LI-NEM

Equal opportunities for everyone

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

We’re 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 don't need full or birth names at application stage

Apply for this job

*

indicates a required field

First Name *

Last Name *

Email *

Phone *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Please confirm your UK Right to Work status. * Select...

We legally have to verify your Right to Work in the UK before you can start working for us. We're asking for this information now so we know later what type of right to work check we need to do. Your answer to this question won't affect the outcome of your application, unless you'd need visa sponsorship but are applying to a role we can't sponsor.

It is essential that you have proven track record of driving amazing customer experiences, and this should be clear in your CV. Please give a specific example as to when you have done this, including how you derived the insights to do so. *

We are looking for someone that has led teams at a senior level. Please outline your leadership experience and size of team. *

The salary range for this role is £89,300 to £116,850. Please advise your current salary. *

Select...

A US Person is defined as someone who:

• was born in the United States (US)
• has at least 1 parent who was born in the US
• is a naturalised citizen of the US
• is a green card holder
• is a US tax resident

If you’d like to, please share your preferred pronouns (eg. they/them/theirs, she/her/hers).

If you'd like to, please spell out your name how it's pronounced so we know how to say it.

Identity survey

Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow.

Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is:

• Voluntary . And we've included a "prefer not to say" option for every question. It'd be helpful if you still fill out the survey even if you choose "prefer not to say" for every question, as it's useful for us to understand & record this. We won't know if you choose to fill this survey in or not.
• Anonymous to Monzo . We can't tie your responses to you and they won't make a difference to the outcome of your application. We'll only use grouped responses for equal opportunities monitoring in our hiring process.

By filling out this survey, you agree that we can use your responses for the purposes we've mentioned above. You are not letting us know if we need to make any adjustments to the hiring process because of disability or neurodiversity - to do this please email us.

How would you describe your gender identity? Select...

Do you identify as transgender? Select...

What's your sexual orientation? Select...

Do you identify as having a disability? Select...

Do you consider yourself to be neurodivergent? Select...