New Change & Continuous Improvement Lead

The Change & Continuous Improvement team is the bridge between our Product and Operations teams and keeps us agile, efficient, and always evolving. You'll be at the heart of transformation: shaping how change lands across our Customer Operations teams, creating magical customer journeys, removing friction from processes, and empowering our teams 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 lead and grow a high impact change and continuous Improvement team, coaching them to deliver transformative change and process improvement projects at pace. Define and drive the change management and continuous improvement strategy to support the operational goals and an exceptional customer experience. Partner with senior stakeholders across Product, Ops, Risk, and Compliance to identify improvement opportunities and enable scalable, future-fit solutions from process redesign to product launches. You will also act as a trusted advisor to senior leadership, identifying change risks and opportunities through robust analysis and stakeholder engagement. Champion a culture of curiosity, reflection, and iteration, enabling teams to learn fast and continuously improve in line with Monzo’s values. Facilitate post-implementation reviews (PIRs) to assess the impact of changes, their adoption, and lessons learned for continuous learning.