Staff Product Designer, Operations

• Shape the long-term design vision for support experiences at Monzo across customer-facing journeys, internal systems, and human service. • Lead large, end-to-end design initiatives across ambiguous problem spaces spanning AI-enabled help experiences, internal tooling, and operational workflows. • Design across touchpoints from the app to the phone to human support. • Coach designers in the Operations Collective and raise the bar for design craft and product excellence across the organisation.

• 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. • 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 and lead 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.

• Have experience designing customer support or help experiences at scale. • Have experience with AI-powered service design or conversational interfaces. • Have experience designing internal tools and operational platforms. • Have experience in financial services or fintech.

• 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 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 Operations Collective designers by helping them embed the vision in their work and running design crits. • Raise the bar for design craft and product excellence across the organisation. • Partner with cross-functional leaders to define and execute product strategies. • 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.

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.

• Earn £110,000 to £125,000 plus stock options. • Work fully remote within the UK with ad hoc meetings in London. • Receive a MacBook and extra support for work-from-home setup. • Receive a £1,000 annual learning budget for books, training courses, and conferences. • Benefit from flexible working hours and trust-based scheduling. • Access visa sponsorship and relocation support to the UK.

Monzo is a digital bank on a mission to make money work for everyone. The Design team of 100+ designers, researchers, and brand experts is led by Chief Design Officer Vuokko Aro. The Operations Collective designs how help and customer support works at Monzo, focusing on delivering effortless, tech-led support experiences that scale, with AI and automation playing a central role.