Change and Continuous Improvement Partner

About our team 🚀

The Change & Continuous Improvement team is the bridge between our Product and Operations teams and keeps us agile, efficient, and always evolving. They deliver safe, effective and sustainable change to our frontline teams by assessing change requests, guiding teams through the change management process and fostering continuous improvement.

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. This isn’t just about fixing what’s broken — it's about making good things even better.

What you'll be doing

• Lead change management across fast moving projects, from process redesign to product launches.
• Maintain, adapt and continuously review domain processes, workflows and supporting documentation. Proactively identifying opportunities for improvement and lead on maintenance and plans to implement change.
• Partner with Product, Ops and Customer Ops teams to ensure change is adopted, embedded and maintained.
• Develop and deliver readiness plans for embedding change into Customer Operations teams and processes.
• Analyse data sources to identify operational pain points and to streamline workflows and processes.
• Communicate recommendations for change and improvement to stakeholders and collaborate with the relevant teams to action.
• Design frameworks, playbooks and Customer Operations process updates using the latest Ops Product systems/tools to help teams scale their ways of working with consistency and clarity.
• Create and maintain our operational guidance and processes to ensure they accurately reflect our policies, standards and procedures. Ensure help articles and other customer facing materials remain current.
• Document service level agreements and hard deadlines for all operational tasks.
• Track the impact of change and improvements through KPIs, metrics and feedback loops.
• Support the operation with low/medium operational incidents which have a customer or process impact.

You should apply if:

• You have led change management across fast moving projects, from process redesign to product launches.
• Experience driving change in high growth, cross functional environments. Essentially in Financial Services, FinTech or the Energy industry.
• A systems thinker with a data informed mindset. You can zoom in on root causes and zoom out to solve the bigger picture.
• Strong communicator, facilitator and influencer. You will be able to deliver business wide messages in line with our values and ensure message has landed with clarity.
• Ability to provide specific actionable feedback to a wide range of audiences and levels.
• Ability to build and maintain strong relationships with key stakeholders.
• Proactive problem solver with a bias for action. You are comfortable and energised by ambiguity and don’t wait to be told.
• You can work to deadlines and prioritise time sensitive workloads both independently & collaboratively as part of a team.
• Advanced skills in planning and organisation with the ability to re-prioritise workload and be able to effectively deal with change at short notice.
• Fluency in MacOS, Slack, and GSuite tools and the ability to adapt to learn new systems and processes

🙌 What’s in it for you

💰 £32,900 to £41,675 ➕ share options.

📍This role will be remote based

📚 £1,000 learning budget each year to use on books, training courses and conferences.

🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

➕ Plus lots more! Read our full list of benefits.

🌈 The application journey has 2 key steps

1. Recruiter call (30 mins)

2. Technical/Role Specific/Values Interview (60 minutes)

This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

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