The digital bank that makes money work for you
Monzo is a digital-only bank headquartered in the City of London, UK, serving over 6 million active users with a full suite of banking services, including current accounts, savings accounts, and a buy-now-pay-later option. The company has raised $1.9 billion in funding and continues to expand its of...
Monzo offers flexible working hours, a £1,000 annual learning budget, and 24 days of holiday plus bank holidays. Employees benefit from paid sick leav...
Monzo fosters a culture of innovation and agility, leveraging new technologies to provide a seamless banking experience. As a challenger bank, it prio...
Monzo • Cardiff, London or Remote (UK)
Monzo is seeking a Customer Operations Director to lead the design and delivery of customer operations as they grow their customer base. This role focuses on ensuring high-impact service experiences for personal banking customers. Experience in operations management is essential.
You have a strong background in customer operations, ideally with over 5 years of experience in a leadership role. You understand the importance of delivering exceptional customer service and have a track record of designing and implementing efficient operational processes. Your leadership style fosters collaboration and innovation, ensuring that your team is motivated and aligned with the company's mission to simplify banking for everyone.
You are data-driven and have experience using metrics to assess performance and drive improvements. You are comfortable navigating complex regulatory environments and understand the importance of compliance in the financial sector. Your ability to communicate effectively with stakeholders at all levels ensures that you can advocate for your team's needs while aligning with broader business objectives.
Experience in the fintech industry is a plus, as is familiarity with digital banking products. You are passionate about using technology to enhance customer experiences and have a keen interest in financial education and empowerment. You are adaptable and thrive in fast-paced environments, always looking for ways to innovate and improve service delivery.
As the Customer Operations Director at Monzo, you will lead the design and delivery of customer operations, ensuring that we provide frictionless and compliant service experiences. You will work closely with cross-functional teams to develop strategies that enhance customer satisfaction and operational efficiency. Your role will involve setting clear objectives for the customer operations team and ensuring that they have the resources and support needed to achieve these goals.
You will be responsible for continuously improving our customer service processes, leveraging data and feedback to identify areas for enhancement. You will also play a key role in scaling our operations as we grow our customer base, ensuring that we maintain high standards of service even as demand increases. Collaboration with product and engineering teams will be essential to drive innovation and implement new features that improve customer interactions.
In addition, you will represent the customer operations function in strategic discussions, providing insights and recommendations based on customer feedback and operational performance. Your leadership will be crucial in fostering a culture of excellence within the team, encouraging professional development and knowledge sharing.
At Monzo, we offer a competitive salary range of £110,500 - £149,500, along with share options and a comprehensive benefits package. You will have the opportunity to work in a dynamic environment where your contributions directly impact our mission to make money work for everyone. We value diversity and inclusion, and we encourage you to apply even if your experience doesn't match every requirement. Join us in transforming the banking experience for our customers and making a meaningful difference in their lives.
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