Senior Lead Product Designer, Operations

• Shape how help and customer support works at Monzo within the Operations Collective. • Design effortless, tech-led support experiences that can scale as Monzo grows. • Work across the full ecosystem including customer journeys, internal platforms, routing, and foundations that enable safe scaling. • Leverage AI and automation to empower customers and equip operations teams with intelligent tools.

• Be an expert in your craft with deep expertise in a specific design discipline and strong foundational skills across all areas of product design. • Be comfortable designing for AI and automation-enabled environments and excited by the opportunities AI creates to rethink how services operate. • Have experience working on complex service ecosystems where digital products connect to real-world operations, people, or logistics. • Be passionate about improving how humans and technology work together. • Have a proven track record of delivering high-impact design work that drives customer outcomes, influences company metrics, and achieves commercial goals. • Have excellent visual, UI, and interaction skills with the ability to think through complex interaction design. • Thrive in ambiguity, leading teams to deliver in complex, fast-changing environments while maintaining a high bar for quality. • Be a strategic thinker who can shape product direction across multiple areas and translate organisational goals into clear, actionable plans. • Be a natural collaborator skilled at working cross-functionally to improve ways of working. • Be passionate about growing and shaping the Design team through hiring, onboarding, or creating resources that scale impact. • Be pragmatic and proactive, always looking for ways to improve Design's impact while balancing the need to get the job done.

• Have experience designing across touchpoints from app to phone to human support. • Have experience with service design thinking and understanding what happens beyond the interface. • Have experience mentoring and levelling up designers across a discipline.

• Embed the long-term design vision for support experiences at Monzo, shaping how customer-facing journeys, internal systems, and human service connect into one coherent ecosystem. • Lead large, end-to-end design initiatives across ambiguous problem spaces spanning AI-enabled help experiences, internal tooling, and operational workflows. • Design with a service mindset, understanding what happens beyond the interface and shaping the real-world impact of design decisions. • Design across touchpoints from the app to the phone to human support. • Navigate tradeoffs and guide strategic decisions in an opinionated way. • Coach the other Ops Collective designers by helping them embed the vision in their work, running design crits, and supporting them to shape their work. • Continue to raise the bar for design craft and product excellence at Monzo, ensuring work is a benchmark for quality and innovation. • Partner with cross-functional leaders to define and execute product strategies that translate into actionable plans. • Proactively address systemic challenges, reduce complexity, and create better conditions for teams to deliver impactful work. • Act as a visible ambassador for Design, sharing work and its impact across the company. • Mentor and level up designers across the discipline, fostering a culture of growth, collaboration, and belonging.

We have been Monzo customers for years and have always loved their beautiful, simple app UI. We believe their product has a positive impact on millions of customers, motivating them to be more conservative with their spending and helping them save money. Monzo, as a company, has consistently grown over the past 10 years and is known for its strong company culture, generous benefits, and leadership that strives to be truly transparent and cares about its colleagues. It is a company that helps you advance your career and grow as a professional, working with great teams. If you like to join a thriving, upcoming bank and help millions of customers lead a financially sound life, Monzo gives you the opportunity to push ahead.

• Receive £110,000 to £125,000 salary. • Benefit from relocation assistance to the UK. • Benefit from visa sponsorship if required. • Work remotely within the UK or from the London office with ad hoc meetings in London. • Enjoy flexible working hours and trust to work at times that suit you and your team. • Access a £1,000 learning budget each year for books, training courses, and conferences. • Receive a Macbook and extra support for work-from-home setup.

Monzo is on a mission to make money work for everyone, waving goodbye to the complicated and confusing ways of traditional banking. Starting as a prepaid card, Monzo has grown to offer personal and business bank accounts, joint accounts, accounts for 16-17 year olds, free kids accounts, and credit cards in the UK. The Design team is 100+ designers, researchers, and brand experts working to create magic moments and memorable experiences for customers.