Customer Operations, Project Manager

• Help scale and innovate Customer Operations to support Monzo’s mission of making money work for everyone. • Support delivery of complex, cross-functional change projects impacting Operations. • Manage projects end-to-end across Operations, Product, COps Leaders, Global Ops, Learning & Development and Internal Comms. • Ensure operational readiness for new products and improvements across systems and processes.

• Experience managing complex operational and product-related projects in a fast-paced, regulated environment. • Deep understanding of programme and project management methodologies. • Develop and execute change-management strategies including stakeholder analysis and communication planning. • Identify, assess and mitigate risks and issues at project and programme level. • Plan, organise and prioritise complex workstreams effectively. • Track progress, measure impact and deliver concise reporting to stakeholders and leadership. • Build strong stakeholder relationships and communicate clearly with diverse audiences. • Work independently as a self-starter and collaborate effectively across project teams. • Experience working with Product teams and understanding operational readiness for launches. • Use data effectively and request the right data to validate and support change.

• Experience in financial services or highly regulated environments. • Experience working with global or distributed operations teams. • Familiarity with operational maturity frameworks or scaled change-management functions. • Exposure to customer operations at high-growth technology companies. • Experience delivering multi-disciplinary change initiatives across large organisations.

• Project manage complex cross-Operations changes involving multiple teams and stakeholders. • Provide visibility to stakeholders on upcoming changes, risks, and plans. • Build and maintain strong partnerships across disciplines to navigate conflicting priorities. • Contribute to maturing change-delivery practices across the Operations function. • Lead end-to-end delivery of assigned projects, ensuring alignment, readiness and smooth execution. • Act as a role model for effective, structured and transparent change management. • Drive effortless experiences for COps teams and customers through well-planned and well-executed change.

We have been Monzo customers for years and have always loved their beautiful, simple app UI. We believe their product has a positive impact on millions of customers, motivating them to be more conservative with their spending and helping them save money. Monzo, as a company, has consistently grown over the past 10 years and is known for its strong company culture, generous benefits, and leadership that strives to be truly transparent and cares about its colleagues. It is a company that helps you advance your career and grow as a professional, working with great teams. If you like to join a thriving, upcoming bank and help millions of customers lead a financially sound life, Monzo gives you the opportunity to push ahead.

• £50,200–£63,450 salary plus share options. • Fully remote within the UK with flexible working hours. • £1,000 annual learning budget for books, courses and conferences. • MacBook and home-workspace support for remote employees. • Comprehensive benefits package including additional perks. • Inclusive and supportive workplace committed to diversity and equal opportunity.

Monzo is a UK digital bank on a mission to make money work for everyone, offering modern financial products, award-winning support and simple, transparent banking experiences. Its Operations teams play a critical role in scaling safe, innovative customer experiences.