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Join to apply for the Change & Continuous Improvement Manager role at Monzo Bank

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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 ️

Hear from our UK team about what it's like working at Monzo

UK Remote - Salary £50,200 to £60,000 Benefits | Hear from the team

About Our Team

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.

What You'll Be Doing

• Provide leadership and support to a team of 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.
  
  

• Experience leading a team and influencing strategic priorities. Strong ability to coach and develop teams and individuals, essentially with FinTech and/or FinServ
• 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.
  
  

• Recruiter call (30 mins)
• Technical interview (60 minutes)
• Values Interview (60 minutes)
  
  

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Banking

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