The Change & Continuous Improvement team bridges Product and Operations, ensuring agility, efficiency, and continuous evolution. You'll shape change across Customer Operations, create magical customer journeys, remove process friction, and empower teams to deliver better and faster. This role involves leading a high-impact team, defining change management strategy, partnering with stakeholders, and championing a culture of curiosity and iteration in line with Monzo’s values.
Play a critical role in executing the change management process by supporting the delivery, tracking, and operational implementation of key initiatives. Work closely with the Change Manager, partners, product & change teams and operational leads to ensure changes are well-managed, measurable, and successful. As a Change Management Partner, your work will reduce disruption, increase clarity, and ultimately help drive better outcomes for both our people and our customers.
The Change & Continuous Improvement team keeps us agile, efficient, and always evolving by delivering safe, effective and sustainable change to our frontline teams. 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.