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Continuous Improvement Partner, VAIB (Vulnerability, Accessibility, Inclusion and Bereavement)

Remote (UK)

🚀 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 ✨

 

London/Cardiff/UK Remote | 💰£40,400 to £51,050 + Benefits  ✨

⭐ Our VAIB team

Our mission is to make money work for everyone. Our Vulnerability, Accessibility, Inclusion & Bereavements (VAIB) team is pivotal in helping us achieve that mission.

The Continuous Improvement Partner role sits within the VAIB Team within Specialist Services in Operations. You will be responsible for driving awareness and understanding and helping business areas embed considerations of vulnerability, accessibility, inclusion & bereavements.

The Change & Continuous Improvement team is the bridge between our Product and Operations teams and keeps us agile, efficient, and always evolving. They deliver safe, effective and sustainable change to our frontline teams by assessing change requests, guiding teams through the change management process and fostering continuous improvement. 

You'll be at the heart of transformation: shaping how change lands across our Customer Operations teams, supporting magical customer journeys, removing friction from processes, and empowering COps to deliver better, faster, and more confidently. This isn’t just about fixing what’s broken — it's about making good things even better.

You will support colleagues across Monzo to assess our current product and customer service offering against legal, regulatory and industry standards. This will include proposing ways to adapt our governance processes to ensure considerations of vulnerable customers are clearly and constantly captured. It’s your role to make sure we consider the needs of all customers, and move the business towards demonstrably better outcomes for customers in vulnerable circumstances.

🔑 You’ll play a key role by:

  • Ongoing analysis of performance data and metrics to determine the underlying root cause of operational pain points, ensuring changes address the core issue and not just the symptoms
  • Maintain, adapt and continuously review domain processes, workflows and supporting documentation. Proactively identifying opportunities for improvement and lead on maintenance and plans to implement change.
  • Create and maintain our operational guidance and processes to ensure they accurately reflect our policies, standards and procedures.
  • Communicate recommendations for change and improvement to stakeholders and collaborate with the relevant teams to action.
  • Track the impact of change and improvements through KPIs, metrics and feedback loops.
  • Identify and share best practices across Customer Operations and other functional areas to promote a culture of continuous learning and improvement
  • Support the operation with low/medium operational incidents which have a customer or process impact.
  • Support in developing and delivering readiness plans for embedding change into Customer Operations teams and processes.
  • Partner with Product, Ops and Customer Ops teams to ensure change is adopted, embedded and maintained.
  • Collaborate closely with the wider C&CI team to share priorities, progress and insights and support any up-skilling required in the team

🤩 We’d love to hear from you if:

  • It is essential that you are an expert in vulnerability, accessibility, inclusion and bereavements (VAIB) and have proven experience is identify opportunities for impactful Continuous Improvement for vulnerable customers.
  • Strong understanding of continuous improvement methodologies in a financial services or regulated industry.
  • A systems thinker with a data informed mindset. You can zoom in on root causes and zoom out to solve the bigger picture. 
  • Strong communicator, facilitator and influencer. You will be able to deliver business wide messages in line with our values and ensure the message has landed with clarity.
  • Ability to provide specific actionable feedback to a wide range of audiences and levels.
  • Ability to build and maintain strong relationships with key stakeholders.
  • Proactive problem solver with a bias for action. You are comfortable and energised by ambiguity and don’t wait to be told. 
  • You can work to deadlines and prioritise time sensitive workloads both independently & collaboratively as part of a team.
  • Advanced skills in planning and organisation with the ability to re-prioritise workload and be able to effectively deal with change at short notice. 

🙌What’s in it for you

💰£40,400 to £51,050 + Benefits  ➕share options.

📚£1,000 learning budget each year to use on books, training courses and conferences.

🏡We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. 

➕ Plus lots more! Read our full list of benefits.

 

🌈 The application journey has 3 key steps

1st - 30 min Recruiter Call

2nd - Take Home Task

3rd - Competency-based interview

This process should take around 4 weeks due to the festive period - if you have any queries, please email ninaebanksmetcalfe@monzo.com

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

We’ll close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out. 

#LI-REMOTE #LI-NEM

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, 2024 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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For more information on how we'll use this data, please read our candidate privacy notice.

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