Change & Continuous Improvement Lead, Monzo
Wealth
£50.2-60k
+ Share Options
Digital-only bank platform and marketplace
Be an early applicant
Digital-only bank platform and marketplace
1001+ employees
Be an early applicant
£50.2-60k
+ Share Options
1001+ employees
Company mission
To build a new kind of bank that makes money work for everyone.
Role
Who you are
- Experience leading a team and influencing strategic priorities. Strong ability to coach and develop teams and individuals, essentially with FinTech
- Preferable experience within savings, investments, pensions or wealth related products
- Proven track record of end to end project delivery and experience in leading through change
- A delivery mindset. You know how to break work down, prioritise effectively, and keep teams focused on value
- Understanding of how regulatory frameworks can influence operational change and design
- Able to interpret and use data (operational, qualitative, and quantitative) to identify problems, measure improvements, and support strategic decision-making
- Confidence in managing stakeholder relationships and navigating ambiguity. You bring structure and calm to fast-moving situations
- Ability to provide specific actionable feedback to a wide range of audiences and levels
- Ability to build and maintain strong relationships with key stakeholders
- You are comfortable and energised by ambiguity and a proactive problem solver with a bias for action
- Advanced skills in planning and organisation with the ability to re-prioritise workload and be able to effectively deal with change at short notice
- Fluency in MacOS, Slack, and GSuite tools and the ability to adapt to learn new systems and processes
What the job involves
- The Change & Continuous Improvement team is the bridge between our Product and Operations teams and keeps us agile, efficient, and always evolving
- You'll be at the heart of transformation: shaping how change lands across our Customer Operations teams, creating magical customer journeys, removing friction from processes, and empowering our teams to deliver better, faster, and more confidently
- This isn’t just about fixing what’s broken — it's about making good things even better
- Wealth picks up where Core Support leaves off
- Rather than focussing on budgeting tools or ways to save money, we will instead focus on providing the right products to put that money into, and education on how to make the best use of them
- Wealth is made up of our Savings, Investments and Pensions team, which are rapidly growing and focussed on supporting customers with our new products
- Provide leadership and support to a team of Wealth Change & Continuous Improvement Partners
- Responsible for ensuring the delivery of fast moving projects, from process redesign to product launches
- Support the team to unblock challenges and drive pace while ensuring alignment to strategic goals
- Ensure Customer Ops processes and workflows are maintained and work seamlessly and lead on plans to implement change and improvements where necessary
- Drive a culture of proactivity, continuous improvement and innovative change through your direct team and a wider group of stakeholders
- Lead collaboration with the stakeholders across Product, Ops, Risk and Customer Ops to ensure change and transformation is landed and embedded effectively within the domain
- Track the impact of change and improvements through KPIs, metrics and feedback loops. Identify and communicate emerging trends, opportunities and response plans
- Provide oversight, development and delivery of Customer Ops readiness plans and principles
- Oversee the maintenance and development of our operational guidance and processes to ensure they accurately reflect our policies, standards and procedures. Ensure help articles and other customer facing materials remain current
- Maintain documentation for service level agreements and hard deadlines for all operational tasks; propose changes as required via governance routines
- Manage team rituals, planning meetings and retrospectives - making sure the information flow in and out of the team is easy and effective
- Own real-time feedback loops with our teams who are speaking to our customers to gain a deep understanding of the Customer and Customer Ops experience
Application process
- Recruiter call (30 mins)
- Values Interview (60 minutes)
- Role Specific (60 minutes)
- This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible!
Salary benchmarks
Our take
Monzo is a challenger bank that fully operates online and offers a full range of current, savings, business accounts, and more. The speed of the challenger banks to provide a great experience has been impressive, and the number of competitors appearing has proven the consumer desire for innovation.
Monzo remains one of the popular online banks, with more than 6 million active users. The company faces competition from more traditional banks, such as Goldman Sachs and JP Morgan, which have launched their own digital banks. However, the new technologies that the company is built on enable it to expand quickly (with fewer issues) than the incumbent players' offerings.
With an increasing amount of people switching banks, the company's ever-expanding suite of banking and financial services (such as its buy-now-pay-later offering) has resulted in Monzo receiving the second-highest net switching gains among digital challenger banks (just behind Starling).
After setting U.S. expansion plans aside in 2020, the company launched in the U.S. market in early 2022, partnering with Sutton Bank to provide its U.S. accounts. After several years focused on narrowing its losses, Monzo hit profitability in the first two months of 2023. In the same year, 2 million new customers joined, tallying its customer base at 9 million in 2024.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 18 rounds)
May 2024
$190m
LATE VC
Mar 2024
$457.4m
LATE VC
Total funding: $1.9bn
Company benefits
- Yearly Salary Review + Proactive pay increases to reflect growing responsibilities + Share options
- Flexible working hours
- Work From Home Opportunities + we'll pay for any equipment you need to do your job
- 24 days holiday a year, plus bank holidays
- Paid sick leave for both physical & mental health + Health insurance via AXA or Vitality + Additional health insurance through Medicash
- Employee Assistance Programme
- Learning budget of £1,000 a year
- Aviva Pension Scheme + 4% Employer Contribution
- Paid maternity, paternity, adoption or shared parental leave (after 13 weeks of employment)
- 52 weeks of primary caregiver leave (6 months at 100% pay, 13 weeks at Statutory Maternity Pay, 13 weeks unpaid)
- 3 months of secondary caregiver leave at 100% pay
- Unum Life Insurance
- Access to fertility and family-forming health benefits via Fertifa
- Abellio Season Travel Tickets + Cycle-to-Work Scheme
Company HQ
City of London, London, UK
Leadership
TS Anil
(CEO)Also a Board Member at Accion. Previously Board Member at UK Finance, Global Head of Payments, Products & Platforms at Visa and was the Global Head of Retail Products at Standard Chartered Bank.
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