Overview

Cardiff, London or Remote (UK)

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.

The Workforce Management team is essential to the success of our Customer Operations. We are responsible for ensuring we have the right people in the right place at the right time to support our customers.

Role: Forecast Change Manager — responsible for the end-to-end Forecast Change Request (FCR) process, partnering with Operations Stakeholders and Forecast Analysts to implement and refine the right procedures.

Responsibilities

• Leading the assessment and prioritisation of initiatives that influence COps headcount requirements, ensuring all opportunities are thoroughly documented.
• Collaborating with cross-functional teams (Delivery, Strategy, Product) to model the impact of new processes, marketing campaigns, or policy changes on FTE and hiring needs.
• Serving as a key liaison to ensure new or evolving lines of business are correctly scoped and delivered through the FCR process.
• Tracking the implementation of approved forecast changes and validating they meet agreed business objectives.
• Establishing an clear accountability framework for forecast change owners, empowering timely delivery.
• Analyzing FCR drivers to identify trends and opportunities for process improvement, collaborating with Forecast Analysts to enhance forecasting accuracy.

Qualifications & Skills

• Advanced Planning Skills: strong experience in workforce planning and change management under pressure.
• Stakeholder Management: excellent communication, negotiation, and influencing abilities across all levels.
• Data & Technical Proficiency: comfort with data modelling (SQL) and proficiency with MacOS, Slack, Airtable, and GSuite; strong aptitude for learning new systems.
• Communication & Feedback: clear, constructive, and actionable English communication.
• Customer Operations Knowledge: understanding of Customer Operations is desirable.
• Work Ethic: ability to work independently and collaboratively.
• Values Driven: alignment with Monzo's core values.

Not ticking every box? That’s okay. Monzo is committed to diversity and welcoming applicants even if you don’t meet every requirement. Apply if you’re passionate and eager to learn.

Application & Interview Process

Our interview process involves four stages: Application Questions, Role Specific Interview, and Behaviour & Values Interview. The average process takes 2-3 weeks. If you have questions, contact jadeinskip@monzo.com. We also accommodate requests related to disability, neurodiversity, or other personal needs.

What’s in it for you

• This role can be based in London or Cardiff, or distributed UK-wide.
• Flexible working hours and trust to manage your schedule.
• Learning budget of £1,000 per year for books, training, and conferences.
• Home setup support with MacBooks for remote workers.
• Comprehensive benefits package (see full list of benefits).

Equal opportunities

Diversity and inclusion are a priority. Monzo is an equal opportunity employer. All applicants will be considered without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, disability status, neurodiversity, or other factors. More details in our Diversity & Inclusion and Gender Pay Gap reports. If you have a preferred name, please use it when applying.

Identity survey

We’re collecting demographic information to understand and improve our hiring process. Participation is voluntary and anonymous to Monzo. See details in the policy above.

To apply, please submit your details and resume. This description has been trimmed to remove non-essential boilerplate while preserving the role’s responsibilities and requirements.