Customer Operations Director in Edinburgh

Due to the forecasted popularity of this role, we will close this advert once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

Remote in the UK | £110,500 - £149,500 + Share Options + Benefits

The Role: As Customer Operations Director you will lead the design, delivery, and scale of our customer operations function as we grow our customer base and continue to drive excellent customer service. This role is key to ensuring we deliver frictionless, compliant, and high-impact service experiences for personal banking customers, while continuously improving efficiency and supporting innovation. As a strategic leader, you will oversee our customer operations and change and continuous improvement teams with a focus on building a best-in-class function that supports growth, regulatory excellence, and customer trust.

You’ll play a key role by:

• Leading Customer Operations, proactively set out and deliver a clear strategy to achieve the next stage of our growth ambition.
• Owning and delivering world-class customer service through multi-channel management to deliver against all key goals and performance indicators with a strong focus on quality and customer experience.
• Creating a culture of continuous improvement, increasing productivity and efficiency through great people leadership, coaching and developing the skills of your team.
• Leading by example. You’ll be a customer advocate in all you do and build a culture that your team is proud to be a part of, by owning and influencing engagement across the whole operation.
• Enabling the safe and efficient delivery of change into the operation to allow us to scale and grow at pace.
• Identifying potential operational risks and develop strategies to mitigate them along with ensuring compliance with relevant regulations and industry standards.
• Developing and managing strategic partnerships across Monzo, and with new and existing third parties. You will build strong and effective stakeholder relationships throughout.
• Engaging confidently with senior leadership including C-suite and VPs.
• Engaging externally with industry experts and peers in external industry forums; responding to regulatory & industry requests for information.
• Maturing our processes and controls within your areas of responsibility to take Monzo’s control environment to the next level of maturity (and scalability).

We’d love to hear from you if…

• You have proven experience in customer operations leadership.
• You have demonstrated success scaling customer operations in a high growth, regulated environment through automation, outsourcing and/or offshoring.
• You are comfortable leading large multi-site operations and have a track record of developing high performing teams, leading through change and delivering outstanding results.
• You have a customer-obsessed mindset with a focus on user experience, regulatory integrity, and performance metrics.
• You can influence senior stakeholders and have a track record of solving complex problems and driving operational improvements that have real tangible impact.
• You’re resilient and comfortable working in a fast paced environment where the day to day job is constantly evolving and changing.
• You’re hands-on and great at delivery & execution with a strong bias for action, experimentation, and continuous improvement.
• You care deeply about building inclusive teams, developing talent, and creating a culture where people thrive.
• You are fluent in MacOS, Slack, and GSuite tools and the ability to adapt to learn new systems and processes.
• You can demonstrate excellent written English & verbal communication skills.

What’s in it for you:

• £110,500 - £149,500 share options.
• This role can be based in our London office, Cardiff Office or UK remote (with ad hoc meetings in London and Cardiff).
• We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
• £1,000 learning budget each year to use on books, training courses and conferences.
• We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

The application journey has 4 key steps:

• Recruiter call
• Stakeholder/Leadership Interview
• Values/Role Specific Interview
• Final interview

Not ticking every box? That’s totally okay. Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that’s listed just yet. Drop us your application, we’d love to hear from you.

Please note you should submit your own application without help from other sources e.g. Others/ChatGPT; any applications whereby external support has been provided will be disqualified.