Monzo

Lead a team of analysts to create actionable insights into our customers’ experiences, empowering teams to optimise products and support. This includes optimising trend and root cause analysis methods, enhancing how findings are shared, and exploring alternative feedback sources to understand customer needs. You'll play a key role to regularly analyze performance and uncover root causes.

As a full-stack engineer you’ll work in a squad alongside other disciplines like product managers, marketers, user researchers, designers, mobile engineer, web engineers, data analysts, business analysts, writers and more! Together you’ll build and support a particular part of Monzo. Our full stack engineers have a variety of different backgrounds and enjoy learning new things and want to be involved in building a product that you (and the people you know) use every day .

You'll play a key role in keeping our Reward Governance team and the wider Reward team running smoothly, owning compliance checks to ensure we remain compliant with the relevant remuneration regulations. You'll be supporting remuneration regulatory reporting and internal audits and also Material Risk Taker (MRT) identification. Furthermore, you'll provide administrative support to the Reward & People Tech squad and embracing variety as you flex and grow alongside Monzo's exciting journey.

This is a great opportunity for someone with experience in procurement or supplier operations who’s ready to take ownership, deliver insights, and contribute from day one. You’ll join a small, high-performing team that supports diverse initiatives across the business. In this role, you’ll build the insights that power decision-making, take on smaller procurement projects, and help ensure our data and systems are in top shape as we grow.

The Investigation Manager will join Monzo’s Financial Crime Operations Special Investigations team managing approximately 4 investigators focused on investigating insiders. The manager will be responsible for managing the personal and professional development of team members, providing technical coaching on investigations, and driving exceptional individual and collective performance.

The Analytics Engineering team is responsible for building downstream data models from backend services with the desire to make our Data Warehouse a genuine competitive advantage for Monzo. This role supports the building of robust data models downstream of backend services (mostly in BigQuery) that support internal reporting, machine learning as well as financial and regulatory use cases, while focusing on optimisation of our Data Warehouse.

As a Complaints Advisor at Monzo, you will be the point of contact for customers who feel particularly disappointed in the service provided, speaking to customers on the telephone as well as through in-app chat, social media platforms and email. You'll investigate complaints, provide crucial feedback to Monzo, cultivate a customer-centric culture, and help mitigate future customer problems.

Play a key role in supporting Treasury’s Markets team in growing the Treasury investment portfolio, helping with dealing activities, analysing wholesale credit risk and supporting wholesale funding preparation including capital markets issuance at Monzo. You will work across the Treasury, Finance and Risk functions.

Lead the Life Events teams in our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) operation, supporting customers and representatives with challenging life events like bereavements and third party access. You'll manage team managers, expand the team, and drive a customer-centric culture focused on quality and compliance. Interpret data to improve operations, lead key projects, and foster an exceptional workplace.

You'll be a hands-on, enthusiastic, and practical International Tax and Transfer Pricing Lead, supporting the Tax team at Monzo. Leading the Tax Squad on all international expansions and owning all direct tax compliance and reporting in the EU and the US are key roles. The design and implementation of our Global Transfer Pricing Policy will also be under your domain.

As a Lead Product Manager for Acquiring, you’ll lead cross-functional teams to define and deliver a new product that helps small business customers make the most of Monzo. You’ll help build the product strategy, value propositions, payments capabilities, user experiences, and support structure needed to help businesses get paid and their customers to have a delightful card payments experience. It’s a new product that we’re planning to launch, so you’ll be driving it from nothing to launch and then growing it.

As a Product Director within Core Banking, you’ll lead a team of Product Managers to define and deliver a strategy to make everyday money magical for everyone. You’ll be responsible for our main account types (personal, joint, U16s, 16-17) and core value props like travel, shared finances, rewards and loyalty, and money management (including payday, bills, budgeting, insights and more).

The Fraud Investigator role within our Prevent pillar provides vital intervention and response to Monzo customers who are experiencing potential active fraud attempts on their funds across two main channels: Authorised card payment fraud and Authorised faster payment fraud. As part of your role you will be required to make outbound calls to earn and keep our customers’ trust, support Monzo’s safe growth, and contribute to building a safer society.

The Content Strategist will devise holistic cross-channel content strategies, with experience defining a content approach for web, app and other comms channels, like email. You will define how content should be used to drive business and customer objectives and oversee the execution of your strategy. You'll also proactively look for ways to experiment, iterate and test our content’s impact.

Lead the design, delivery, and scale of our customer operations function as we grow our footprint in business banking and digital wealth products. This role is key to ensuring we deliver frictionless, compliant, and high-impact service experiences for both individual and business customers, while continuously improving efficiency and supporting innovation. As a strategic leader, you will oversee our customer operations and change and continuous improvement teams.

Lead one or more cross-functional teams to define and deliver a strategy that helps customers make the most of Monzo. Build a product vision and strategy for your area, ensuring alignment with Monzo’s goals and an exceptional customer experience. Partner with engineering, design, data, research, marketing and other teams across Monzo to create a strategy and deliver customer-focused experiences.

Looking for Expert COps (Customer Operations Advisers) to join the Payments team to become subject matter experts in Payments by working on some of the most complex payment issues, providing Monzonauts support, and troubleshooting complex customer queries.

This role is instrumental in helping to manage and optimise our People Tool tech stack. We are looking for a Systems Specialist who is passionate about technology and data, provisioning great service and is able to think holistically across the people landscape. This dynamic and varied role manages performance and maintenance for our People tools whilst driving efficiencies around processes and solutions.

As a Senior Data Analyst you will partner with Product Managers, Engineers, and Data Scientists in an agile product environment. You’ll champion the use of data and bring ideas to life through a rigorous analytical approach. Your work will focus on improving the support we offer to customers in financial difficulty, ensure our operational processes are well controlled and we meet regulatory requirements.

Manage the day to day modelling and reporting of the forecast change process and being accountable for seeking 1st line approvals of any changes that impact COps cost or headcount. Ensure accurate reporting of FTE, cost and workload impacts in various stakeholder-facing forums. Be responsible for building and maintaining custom reporting / dashboards for Workforce Management, e.g. shrinkage, adherence, handle time, etc. in Looker.

This role involves driving forward the strategy for Monzo’s Business Bank as the FinCrime lead in a cross-functional team that builds and iterates controls to maximise financial crime prevention while delivering best in class customer experience. The individual will own the strategy for development of financial crime preventing systems for Monzo’s Business Bank, provide expert Fincrime knowledge, and help define business requirements.

As an Operational Risk Manager, you'll support the business in embedding core elements of the risk management framework, focusing on operational resilience, give guidance on risk events, support risk assessments and scenario analysis, and become a trusted second line risk partner to different areas across the business, including the Finance team.

The Regulatory Affairs team is looking for a pragmatic, organised and personable individual to strengthen Monzo’s regulatory relationships and work closely with Executives to help shape Monzo's vision and regulatory affairs strategy as Monzo continues to grow. You’ll support and strengthen Monzo’s regulatory relationships and work closely with Executives to help shape our vision and regulatory affairs strategy.

As a Product Manager in Operations, you will lead high-impact initiatives, to enhance Monzo’s award-winning customer support. You will support the strategy and set a high bar for impact and execution, requiring complex stakeholder alignment and coordination across multiple cross-functional teams. You’ll partner closely with leaders in Product, Engineering, Data, and Design to help shape Monzo’s product strategy for Customer Support and drive innovation within the team.

Play a key role in enabling and supporting everyone at Monzo to keep customers at the heart of our product by doing user research effectively and safely. Drive training for non-researchers who are starting out on doing research themselves, supporting them to feel confident in their approach. Onboard new researchers into research processes and optimize the research tool stack. Champion innovation and experimentation to keep the research team on the forefront of changes in the industry.