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Senior User Research Manager

London

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking. 

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 team about what it's like working at Monzo ✨

 

📍London or Remote (UK)  | 💰 £90,000-£130,000 (Dependent on experience) + Stock Options + Benefits

About us:

We’re here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque.

We want to change that and build a bank with everyone, for everyone. 

We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.

 

About our User Research Team:

We are currently a team of 18 individual contributors, who are embedded into collectives i.e Core Banking, Business Banking etc, working cross functionally with our Product Design, Product Management and Engineering teams. Our organisation is led by Katherine Vaughan, our Director of Research. Research Operations is led by Saskia Leibenberg.

 

About the role: 

We’re looking for someone who will enable 5-9 talented researchers working in 2-4 different collectives. 

You’ll span several parts of our organisation: you might be responsible for features in our personal account (like investments or payments), as well as features relating to financial crime, and customer service. 

There is a lot of scope for growth in this role. Building and delivering different types of research strategy for distinct areas and stakeholder groups will give you a deep understanding of the business and an important role in our company strategy.

 

What you’ll be working on:

  • Having a direct impact on our live product and shaping our product strategy. 
  • Being an active member of Product leadership in your Collectives.
  • Increasing visibility of key research insights.
  • Being a visible thought-leader for all Tech disciplines
  • Managing a team of User Researchers.
  • Hiring brilliant, diverse User Researchers, and ensuring a smooth onboarding process for them.
  • Developing sustainable ways of nurturing all talent within the Research team.
  • Leading forums that allow the whole research team to feed into decisions and shape the team.
  • Scaling team systems and processes as we grow (working with Research Ops on this too)
  • Continually raising the standard of research through timely feedback, and improved
  • processes and rituals.
  • Scaling impact across the organisation.
  • Working in partnership with the Director to make sure everyone in the research team is working on the highest impact areas, and individuals have autonomy to make those decisions where possible. 
  • Understanding your direct reports well, so you can place them where they fit, for impact, growth and happiness.

 

Your day-to-day

  • Engaging closely with product decision making in your areas 
  • Driving product improvements through to fruition 
  • Shaping our product strategy
  • Providing support for around 4-8 direct reports, through clear development goals, timely updates and feedback, and regular 1:1s.
  • Help shaping development practices, like and progression frameworks, across the wider team.
  • Taking an active role in our Design Leadership team, alongside our VP Design, Research Director, Product Design Directors, and Senior Research and Design Managers.
  • Continually educating everyone at Monzo, including senior stakeholders, on who our customers are and what research can be used for.

 

You should apply if:

  • You have experience working as a User Researcher in a high growth product or technology organisation
  • You have had a significant impact on products and services. 
  • You’re an experienced coach, mentor and leader of seasoned User Researchers
  • You have experience teaching and coaching non-researchers about research
  • You’re happiest when the people in your teams feel supported, are growing, and can work effectively
  • You have an approachable and supportive leadership style when you’re needed, but you’re also able to empower direct reports to work autonomously
  • You’ve managed high performers, and resolved performance issues
  • You’ve built and shaped hiring processes directly
  • You have demonstrable experience making decisions that promote diversity and inclusion
  • You are a research leader who leverages their depth of experience and expertise to deliver exceptional customer outcomes through the work of the individuals, teams and projects you lead

 

The Interview Process:

Our interview process involves 3 main stages:

  • Recruiter call (30 minutes) 
  • Research Leadership & Ways of Working (1 hour) 
  • Final loop: People Management (1 hour) + Influence and Impact (1 hour)

 

What’s in it for you:

💰 £90,000-£130,000 base salary ➕ plus stock options

✈ We can help you relocate to the UK

✅ We can sponsor visas.

📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London).

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.

📚Learning budget of £1,000 a year for books, training courses and conferences

➕And much more, see our full list of benefits here

 

If you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance.

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2023 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊

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Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow. 

Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is:

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