Senior Manager of Customer Insights and Operational Change

As Monzo continues its mission to help ‘Make money work for Everyone,’ the Senior Manager of Customer Insights and Operational Change will support the Director in leading teams transforming customer feedback into actionable insights. With oversight, they will work with the Director and VP to ensure this lens is factored into Operational strategy and delivery plans. Key responsibilities include Customer Insights Function (customer journeys and Root Cause Analysis), Ops Projects Function (project management), and Ops Change Function (product change management). The role will support leadership, mentor senior leaders, establish customer journeys, utilize data analytics, and enhance the sharing of findings with stakeholders. They will oversee operational readiness for product launches and ensure processes, systems, and teams are fully prepared to deliver exceptional customer experiences.