Vulnerability Strategy Manager

• Join Monzo as Vulnerability Strategy Manager, working fully remotely from the UK. • Lead and develop a high-performing team of Strategy Analysts in the Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) team. • Act as the bridge between overarching strategy and execution, turning business priorities into data-driven programmes. • Make sure customers who are vulnerable, disabled, excluded or bereaved get an empathetic and accessible product and service. • Work with teams across the bank to embed VAIB considerations into all products and services while maintaining regulatory compliance. • Balance empathetic people leadership with rigorous operational discipline to drive meaningful change for customers.

• Bring deep subject matter expertise in vulnerability, accessibility, inclusion and bereavement, including legal and industry standards such as Consumer Duty, the Equality Act and WCAG. • Show a proven track record of building motivated, high-performing teams through coaching and clear feedback. • Manage competing priorities and allocate team capacity to deliver structured programmes of work. • Interpret customer insights and operational data to make evidence-based recommendations and sound decisions. • Know risk, governance and control environments well, including how to manage formal actions. • Communicate clearly enough to influence stakeholders and guide a team through organisational change.

• Show a commitment to continuous professional development for yourself and your team. • Navigate ambiguous regulatory and operational challenges with confidence. • Bring experience of working with Risk and Compliance partners to design and operate controls. • Apply even if you do not tick every box, as Monzo encourages applications from people who are keen to learn and grow.

• Coach and build a high-performing, engaged team of Strategy Analysts, including recruitment and knowledge-sharing. • Translate VAIB priorities into clear, actionable projects and oversee customer-centric treatment strategies. • Monitor customer journeys and performance metrics, using quantitative and qualitative insights to spot trends and close gaps. • Partner with Operations, Product, Risk, Data and Engineering to embed VAIB considerations into wider business initiatives. • Design, document and operate robust controls with Risk and Compliance partners. • Act as the primary escalation point for complex customer, operational or regulatory issues. • Own and cascade business communications and leadership updates, supporting stakeholders through process changes.

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 £51,200–£64,700 plus equity and Incentive Awards tied to your performance. • Work fully remotely from the UK, or from the London or Cardiff offices if you prefer. • Set your own working hours, with the trust to work at times that suit you and your team. • Use a £1,000 annual learning budget for books, training courses and conferences. • Receive a MacBook, with extra work-from-home setup support for fully remote workers. • Enjoy 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 alongside credit cards, savings, investments and pensions. It started as a prepaid card ten years ago and is known for its hot coral cards, get-paid-early feature and award-winning customer service.