Vulnerability Strategy Analyst

• Join Monzo as a Vulnerability Strategy Analyst, working fully remotely from the UK. • Drive improvements for customers who need additional support as part of Monzo's mission to make money work for everyone. • Join the Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) team, which works to remove barriers across the bank. • Use data, customer insights and operational expertise to build VAIB considerations into product and service design. • Take ownership of complex strategic projects and use independent judgement on ambiguous escalations. • Make sure changes deliver equitable customer outcomes while meeting standards of risk management, governance and regulatory compliance.

• Bring deep expertise in VAIB and relevant legal frameworks such as Consumer Duty, the Equality Act and WCAG, or another regulatory background. • Show a proven ability to manage and deliver complex strategic initiatives independently using quantitative data, customer insights and operational feedback. • Know risk, governance and assurance well enough to make confident, documented decisions in ambiguous situations. • Use strong stakeholder management and communication skills to convey sensitive information and constructively challenge existing approaches. • Build alignment across Operations, Product, Risk, Data and Engineering teams. • Show a commitment to delivering exceptional outcomes for vulnerable customers.

• Bring direct VAIB experience, which is preferred though not essential. • Share specialist knowledge and coach colleagues to build the wider team's capability. • Apply knowledge of accessibility standards such as WCAG to customer journeys and products. • Show experience mentoring less experienced colleagues.

• Take ownership of complex VAIB workstreams and turn strategic priorities into clear delivery plans. • Analyse quantitative data, customer feedback and operational insights to identify systemic barriers and monitor outcomes. • Develop evidence-based recommendations for strategic change. • Partner with Product, Engineering and Operations to build VAIB awareness and embed inclusive design into customer journeys and internal processes. • Act as the escalation point for complex, ambiguous customer or operational issues and recommend proportionate solutions. • Manage control requirements for strategic changes, ensuring work is assessed, documented and governed to mitigate regulatory risk. • Mentor less experienced colleagues and raise analytical and strategic ways of working across the VAIB team.

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.

• Earn £41,300–£52,250, plus equity and incentive awards tied to your performance. • Work fully remotely from the UK, or from the London or Cardiff locations listed. • Enjoy flexible working hours, trusted to work at times that suit you and your team. • Receive a £1,000 annual learning budget for books, training courses and conferences. • Get a MacBook, plus extra support for your home setup if you work fully remotely. • Access Monzo's wider benefits package.

Monzo is a UK bank on a mission to make money work for everyone, offering personal, business, joint, kids and teen accounts, credit cards, savings, investments and pensions. It started as a prepaid card and has grown its product range over the last 10 years, known for its hot coral cards, get-paid-early feature and award-winning customer service.