Monzo is a disruptive banking platform that cuts out the complexity of traditional banking. Starting from a prepaid card, Monzo now offers personal and business accounts, joint accounts, youth accounts, a free children's account, credit cards, savings, investments and pension options in the UK. Our mission is to make money work for everyone and we do this by solving problems and creating memorable customer experiences.
Job SummaryWe are looking for an experienced Operations Design Lead to shape the future of help and customer support at Monzo. The role sits in the Operations Collective, where we design how support works across our product and people teams. You will forge a long term design vision, lead large design initiatives, mentor colleagues and elevate the quality of design across the organisation.
Responsibilities- Embed the long term design vision for support experiences at Monzo and align customer facing journeys, internal systems and human service.
- Lead large, end to end design initiatives across ambiguous problem spaces, including AI enabled help experiences, internal tooling and operational workflows.
- Apply a service mindset, evaluating real world impact beyond the interface and shaping design decisions accordingly.
- Design seamless touchpoints across the app, phone and human support channels.
- Navigate trade offs and guide strategic decisions, advocating a design driven approach.
- Mentor other Ops Collective designers through design critiques, coaching and sharing best practices.
- Raise the bar for design craft and product excellence, setting benchmarks for quality and innovation.
- Partner with cross functional leaders to translate product strategies into actionable design plans and deliverables.
- Proactively address systemic challenges, reduce complexity and create better conditions for teams to deliver impactful work.
- Represent Design across the company, articulating the impact and value of design initiatives.
- Expertise in one or more design disciplines with solid foundational skills across product design.
- Experience designing for AI and automation enabled environments and rethinking service delivery.
- Background working on complex service ecosystems where digital products connect to real world operations, people or logistics.
- Demonstrated impact on customer outcomes, company metrics and commercial goals through high impact design work.
- Strong visual, UI and interaction design skills; able to think through complex interaction scenarios.
- Comfortable working in ambiguity, leading teams in fast changing, high pressure environments while maintaining high quality.
- Strategic thinker capable of shaping product direction across multiple areas and translating organisational goals into clear plans.
- Collaborative, adept at cross functional teamwork and improving ways of working.
- Passion for growing and shaping the Design team, including hiring, onboarding and creating scalable resources.
- Pragmatic, proactive and driven to deliver results while balancing the need to "get the job done".
- Competitive salary of £110,000 - £125,000 plus stock options.
- Relocation assistance to the UK and visa sponsorship.
- Flexible working hours and support for a collaborative working style.
- £1,000 annual learning budget for books, courses and conferences.
- All employees receive a MacBook; remote workers receive additional work from home support.
- Access to comprehensive health, dental and other standard benefits.
Monzo is an equal opportunity employer. All applicants will be considered for employment without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin or disability status. We are committed to creating an inclusive environment for all people to do the best work of their lives with us.
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