Operations Strategy Associate (Customer Experience) in London

London | £41,300 - £52,250 + Incentive Awards tied to your performance + Benefits

Strategy & Transformation team

We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. 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. We’re looking for an Operations Strategy Associate to team up directly with our Strategy & Commercial Lead. In this role you’ll be right in the thick of it, helping to solve and drive some of the highest priority challenges across our entire Operations organisation.

This is a highly dynamic, broad role where you’ll pivot daily between big picture thinking and hands on execution. You will move fluidly between taking messy, ambiguous operational challenges, applying structured thinking, and building data-backed business cases. As the organisational glue across the business, you will keep high priority projects moving forward through sharp coordination, while connecting the dots between different teams and communicating complex ideas with absolute clarity. You will also leverage AI tools and automation processes.

Ultimately, you are someone who thrives on variety and action. One day you might be deep in data figuring out how to optimise a complex process, and the next, you'll be aligning multiple cross‑functional teams to launch a critical operational change.

You’ll play a key role by:

• Helping run the Operations Scaling Plan (transformation programme) and the main forums that support it, including preparing materials, tracking actions, surfacing risks and dependencies, and bringing clarity and structure to complex cross‑functional work.
• Working through important questions for Ops, such as how we scale support more efficiently, where Ops can create broader enterprise value, and how our operating model should evolve.
• Building business cases and recommendations for new ideas, changes and opportunities, from improving service models and simplifying journeys to exploring bigger product opportunities.
• Taking ownership of initiatives or problem statements end‑to‑end, whether that is an operational improvement we can implement quickly, a focused research project, or a bigger idea that needs shaping.
• Monitoring external trends, competitor approaches and wider industry developments that could shape how Operations evolves.
• Working across the wider team when needed, helping make sure what we learn from customer insight and experience is translated into clearer priorities, actions and recommendations.
• Staying close to the reality of the customer and COp experience to help spot problems early and ground the team’s work in what is actually happening.
• Utilising AI to support with automation of processes, removing the need for manual input.

We’d love to hear from you if you have prior experience as a Junior Strategy Consultant, Strategy Associate or equivalent.