Join our team as a Change and Continuous Improvement Partner in Core Banking, where we’re dedicated to transforming the way money is managed for everyone.

Our mission? To simplify banking and empower individuals to take control of their finances.

Say goodbye to outdated banking methods! With our signature hot coral cards, early payment features, engaging financial education on social media, and award-winning support, we’ve been creating unforgettable experiences for our customers.

At our core, we aim to solve problems and make positive impacts in lives through Monzo ï¸

Act quickly! Due to high interest in this position, we’ll close this post once we receive sufficient applications. Submit your application promptly to ensure you are considered; late submissions will not be accepted. Good luck!

As part of our Change & Continuous Improvement team, you will play a crucial role in connecting our Product and Operations teams, ensuring we remain agile and poised for transformation. You’ll deliver secure, effective, and sustainable change for our frontline teams by evaluating change requests, guiding teams through the management process, and cultivating a culture of continuous improvement.

You will be at the forefront of transformation, influencing how changes are implemented across our Customer Operations teams. You’ll enhance customer experiences, minimize friction in processes, and empower COps to provide faster, better, and more confident service. This role is more than just troubleshooting issues—it’s about enhancing what already works.

Your Responsibilities Will Include:

• Leading change management initiatives for dynamic projects, encompassing everything from process redesign to product launches.
• Continuously reviewing, adapting, and optimizing domain processes, workflows, and documentation while proactively identifying improvement opportunities.
• Collaborating closely with Product, Ops, and Customer Ops teams to ensure seamless adoption and effective implementation of changes.
• Creating and executing readiness plans that embed changes within Customer Operations teams and their workflows.
• Utilizing data analysis to discover operational challenges and streamline processes.
• Communicating insightful recommendations for improvement to stakeholders and partnering with relevant teams to take action.
• Designing frameworks, playbooks, and process updates using the latest Ops Product tools to scale operations consistently and clearly.
• Maintaining operational guidance and processes to ensure accuracy to our policies, standards, and procedures, while keeping customer-facing materials up-to-date.
• Documenting service level agreements and deadlines for all operational tasks.
• Tracking the impact of changes and improvements through key performance indicators, metrics, and feedback loops.
• Assisting with operational incidents that affect customers or processes.

We’re Looking for Candidates Who:

• Have a proven track record in leading change management for fast-paced projects, including process redesign and product launches.
• Bring experience in driving change within high-growth, cross-functional sectors, particularly in Financial Services, FinTech, or Energy.
• Possess a systems thinking approach with a data-driven mindset, able to identify root causes and address broader challenges.
• Are exceptional communicators and influencers, capable of delivering clear, effective messaging aligned with our organizational values.
• Provide specific, actionable feedback tailored to diverse audiences.
• Are skilled in building lasting relationships with key stakeholders.
• Exhibit a proactive, solution-focused mindset, thriving in ambiguity without waiting for direction.
• Can manage deadlines and prioritize workloads independently and collaboratively within a team framework.
• Have advanced planning and organizational skills, adaptable to changing priorities at short notice.
• Are comfortable with MacOS, Slack, and GSuite tools, with the ability to quickly learn new systems and processes.

What We Offer:

This role allows you to work remotely, enjoying a supportive home office setup. You’ll receive a £1,000 annual learning budget to invest in books, training courses, and conferences to further your professional growth. All employees will be provided with Macbooks, and additional support for remote work will be available.

Application Process:

• Initial recruiter call (30 minutes)
• Technical/Role-specific interview (60 minutes)
• If successful, you’ll be invited for a Values interview (60 minutes)

This process usually spans around 3-4 weeks. We value your time and flexibility during this journey.

For any inquiries or suggestions on how we can better accommodate your application experience, particularly regarding disability or neurodiversity, please feel free to reach out.

Embracing Diversity:

At Monzo, we prioritize diversity and inclusion, ensuring every individual has the support needed to flourish. We’re committed to creating an equitable and innovative workplace where everyone can contribute effectively towards our objective of making money work for everyone.

As an equal opportunity employer, we welcome applications from all individuals regardless of age, ethnicity, religion, gender, sexual orientation, family status, or disability. Feel free to apply using your preferred name, as we don’t require full names initially.

We look forward to your application!