Monzo

As a Workforce Management Analyst, you'll be instrumental in optimising service delivery and ensuring efficient staffing for customer operations within your specific domain. Your role will involve operational configuration and set-up, managing shifts plans, real-time performance, identifying trends, and collaborating to maintain high service levels. In a constantly evolving environment, your proactive approach and adaptability to change will be crucial.

As a Service Analyst, you'll be instrumental in optimising service delivery and ensuring efficient staffing for customer operations within your specific domain, managing real-time customer demand and performance, identifying trends, and collaborating to maintain high service levels.

As the Forecast Change Manager, you'll be instrumental in understanding the drivers of change by leading the assessment of initiatives that influence COps headcount. You'll collaborate with cross-functional teams to model the impact of new processes. Serving as a crucial liaison, you'll ensure new business lines are correctly scoped and successfully delivered through the FCR process.

You'll play a key role by driving accuracy and consistency in all WFM-owned documentation and mappings through close collaboration with cross-functional teams. You will also partner with stakeholders to design and deliver continuous improvement initiatives that enhance operational structure and efficiency. Actively documenting risks, actions, and plans, and ensure that accountable owners deliver their commitments on time, working with our central Risk team, as well as act compliantly and ensure all risks have the required oversight when implementing solutions.

Lead a large team of fraud investigators, team managers and operations managers to achieve their professional development goals, support customers who have reported fraud, and deliver on our fraud strategy. You’ll be responsible for defining the strategy of the team, developing a customer centric and risk aware environment. In Fraud Customer Operations, Monzo protect customers and wider society from fraud, to help Monzo achieve its mission of making money work for everyone.

You’ll work closely with the Product and Engineering in an agile product environment. You’ll champion the use of data, bring ideas to life through a rigorous analytical approach. Your work will focus on improving our efforts in customer demand insights & help assistance. You’ll help your team grow, hiring new team members, supporting their personal development. You will manage a team with Data Scientists and Data Analysts.

The Fraud Investigator role within the Prevent pillar provides vital intervention and response to Monzo customers who are experiencing potential active fraud attempts on their funds across authorised card payment fraud and authorised faster payment fraud. As part of the role, outbound calls are required to support Monzo’s safe growth, and contribute to building a safer society. Fraud Investigators are crucial to the success of this mission.

As an Advisor at Monzo, you will speak to customers on the telephone as well as through in-app chat, social media platforms and email. You’ll be the point of contact for customers who feel particularly disappointed in the service and providing crucial feedback to Monzo on how we can make things better.

This role involves working weekend hours and providing support to vulnerable customers, including those expressing distress, thoughts of self-harm, or challenges related to gambling and substance use. The role requires empathy, resilience, and strong customer service skills. You'll be taking escalations from fellow Customer Service Advisors, chatting to customers via the telephone, so you'll need to be able to call customers, and in app chat.

As a Disputes Expert, you will help customers identify, resolve, and provide support regarding Card Payment Dispute enquiries, solve problems, investigate and evidence through the Mastercard chargeback process, and stay updated with the latest industry trends.

You’ll be predominately hiring large volumes of candidates for Customer Operations positions across our Financial Crime, Fraud and Disputes teams You’ll spend a lot of your time screening CVs, reviewing answers to application questions, completing video interviews with candidates and scheduling interviews. You’ll be proactive and creative at finding great talent for Monzo.

Be the voice of Monzo Business for complex businesses, building trust in the product and service. Manage customer queries, providing exceptional inbound support, and identifying opportunities for customers to get more value from Monzo's products and services. Support businesses through onboarding and growth, uncovering unmet needs and guiding them to relevant features. Spot trends, proactively improve the customer journey, and deliver effortless customer service.

Drive ambitious PR strategies in markets outside of the UK. As a Senior PR and Communications Manager, bring Monzo to more people in more places. Manage successful PR activities and campaigns, working with the leadership team to execute PR strategies that support business goals and showcase Monzo in other markets.

Plan and build out Operations for new mobile telephony services. As the operational knowledge hub for mobile you will assist Product teams in creating efficient, integrated experiences for our customers. You will also oversee the effectiveness and monitor Monzo's third-party providers, including networks and tech partners, sharing customer feedback with the Product Team to help shape their product and what they build next.

As a Policy and External Reporting Manager, you will drive effective policy governance and accurate, timely external regulatory reporting, particularly for the Competition and Markets Authority (CMA) and Non-Prudential Regulatory Returns (NPRR). You'll report to the Director of Risk and Control, providing specialized expertise and driving the implementation of key policy and external reporting initiatives, ensuring our compliance obligations are met with precision.

As the Senior Engineering Manager at Monzo, you'll lead multiple teams, manage managers, and grow new squads. Your role involves fostering an inclusive team environment, supporting engineering talent, and ensuring technical and delivery excellence. You'll be responsible for structuring and challenging your team, partnering with senior engineers, and building strong stakeholder relationships to drive company-wide best practices.

We are looking for a curious, adaptive and data-focused Senior Finance Analyst with a strong attention to detail to join the Commercial Finance team at Monzo, where you will manage the P&L and Balance Sheet and help the business make strategic financial decisions.

As a Senior Product Data Scientist at Monzo, you will help build the bank of the future. Applying your expertise in quantitative analysis and data mining, you'll understand user interactions with products and inform product strategy. You'll guide product teams, run A/B experiments, and collaborate with finance to understand user lifetime value and feature impact.

As an Anti-Money Laundering Investigator, you will analyze potentially unusual or suspicious behavior on customer accounts, document suspicious activity, lock down money obtained through fraud, and respond to escalations from the customer support team. You will also review and approve customer requests to increase their payment limits.

Play a key role by moving the business towards demonstrably better customer outcomes in your product area. Have a tangible impact on your collective or squads' quarterly metrics and commercial outcomes. Identify the biggest opportunities and prioritising your efforts towards them. Shape the most impactful research questions your squads or collective need to answer to move towards customer and company goals.

As a Customer Operations Adviser (COps), you’ll play a key role in ensuring customers have a great experience with their bank. As the first point of contact, you'll resolve customer issues, from lost cards to app support to gambling spend, with empathy and ownership. You'll also identify when to escalate issues to specialized teams.

This job provides an amazing opportunity to join the leadership team, focusing on assisting customers with Monzo borrowing products and those facing financial difficulties. As the lending portfolio expands, the role involves addressing increasing queries from customers, including those who are potentially vulnerable. You’ll lead teams working on financial difficulties, both customer-facing and back-office, helping Team Managers succeed and ensuring the right outcomes for customers and Monzo.

Support the Director/VP in leading teams to transform customer feedback into actionable insights and ensure the successful delivery of change across operations. The Senior Manager will identify opportunities to unite efforts for optimized impact and contribute to operational strategy. Key responsibilities include customer journeys, root cause analysis, project management, and change management to enable Monzo to scale and innovate safely.

As a Risk & Control Manager, you will use your passion for risk and control to support the Customer Operations space, helping our teams stay in control as they build and ship at pace. You will lead the way in real-time risk management by defining and building a scalable set of change procedures, accurately identifying and documenting issues and controls, and ensuring change risk assessments are completed in good time across operations domains.

Senior Risk & Control Managers are responsible for leading risk business partnering for one or more areas across Customer Operations to foster a risk-based decision making culture, provide guidance on regulatory compliance, and advise on correct governance paths. They ensure key risk indicators are well-defined, monthly MI and reporting packs are created, and risk and control assessments are completed appropriately.

Join our Customer Operations Hiring Team! You’ll play a key role by delivering a stress-free, seamless candidate onboarding experience. You will be handling all things admin for onboarding, from getting new hires into our systems to making sure they’re set to start their journey with us. You will refine and streamline hiring processes, bringing efficiency and consistency to the table.

Join Monzo to build one of the best, most innovative banks in the world as a Senior Product Marketing Manager. You’ll be embedded within the Wealth Collective, helping people save, grow, and protect their finances through Investments, Pensions, Savings, and Insurance. Lead go-to-market strategies, shape product strategy with market insight, and craft compelling messaging and positioning. Champion the customer voice and monitor market trends and competitor activity.

As an Engineering Manager, you'll guide a team in developing a robust, scalable, and high-performance ML platform, covering the entire ML development lifecycle. You'll foster engineering excellence, lead a team of engineers, and drive technical initiatives, ensuring the right projects are being built and contribute to managerial and technical best practices.

The Fraud Investigator role within our Pursue pillar facilitates and acts on vital communication between Monzo and other institutions; helping us to prevent the loss of funds to fraudsters both within Monzo and across the industry. You will be investigating and actioning fraud reports received from other financial institutions, probing for further evidence where needed, and writing Suspicious Activity Reports (SARs).

As a Risk and Control Analyst, you will transform data into insights and streamline processes within our Risk & Controls Discipline. You'll manage data in risk systems, design solutions using tools like Airtable, prepare reports for regulators, and collaborate with data teams. Your expertise ensures processes run smoothly and meet regulatory obligations.

Help each member of your team with their personal and professional development. Make sure our customers are happy and satisfied, and their issues are fixed quickly and completely. Manage a team of up to 12 Complaints COps, by holding weekly meetings and coaching and supporting your team to achieve their goals. Instill a strong customer-centric culture.

As a Senior Data Analyst, you will partner with Product Managers, Engineers, and Data Scientists in an agile product environment and champion the use of data through a rigorous analytical approach; generate insights that can drive the direction of our strategy through proactive analysis. You'll bring data-driven rigour to our approach to product development.

Lead the credit strategy for Business Borrowing and the team responsible for defining the credit and pricing as we evolve our existing propositions and develop new products. Monitor the performance of existing strategies, and iterate to improve them, supporting the design and roll-out of new products and customer journeys. Oversee the development and monitoring of our credit models to forecast cash flows.