Change & Continuous Improvement Partner, VAIB (Vulnerability, Accessibility, Inclusion and Bereavement)

Monzo is seeking a Change & Continuous Improvement Partner for its Vulnerability, Accessibility, Inclusion & Bereavements (VAIB) team. This role is crucial for ensuring Monzo's products and services are inclusive and meet the needs of all customers, especially those in vulnerable circumstances. The partner will drive awareness, embed VAIB considerations across business areas, assess offerings against standards, and adapt governance processes to improve customer outcomes. They will also manage internal changes impacting VAIB and collaborate with internal and external partners.

Must Have

• You have expert vulnerability, accessibility, inclusion and bereavements knowledge
• You have experience in advising on changes that impact VAIB

Good to Have

• You're passionate about making money work for everyone
• You adapt your processes to changing circumstances and value getting feedback that challenges and improves your direction
• You lean into challenging conversations, always with a focus on making things better
• You contribute to your team's culture, spot ways to improve processes, and proactively make them happen
• You're excited about what we're doing in VAIB at Monzo

Perks & Benefits

• Share options
• Flexible working hours
• £1,000 learning budget each year
• Work from home setup (Macbooks provided, extra support for fully remote workers)

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Hear from our UK team about what it's like working at Monzo ✨

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💰£40,400 to £51,050 + Benefits ✨

⭐ Our VAIB team

Our mission is to make money work for everyone. Our Vulnerability, Accessibility, Inclusion & Bereavements (VAIB) team is pivotal in helping us achieve that mission.

The Change & Continuous Improvement Partner role sits within the Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team within Specialist Services in Operations. You will be responsible for driving awareness and understanding and helping business areas embed considerations of vulnerability, accessibility, inclusion & bereavements (VAIB).

You will support colleagues across Monzo to assess our current product and customer service offering against legal, regulatory and industry standards. This will include proposing ways to adapt our governance processes to ensure considerations of vulnerable customers are clearly and constantly captured. It’s your role to make sure we consider the needs of all customers, and move the business towards demonstrably better outcomes for customers in vulnerable circumstances.

🔑 You’ll play a key role by:

• Identify, monitoring and communication of internal change that impacts VAIB
• Being the point of contact for Monzo-wide product & operational changes in that impact VAIB, including monitoring and responses in the #vaib-change channel
• VAIB inputs into annual product reviews
• Collaborating with 1LOD and 2LOD to ensure:

• Management of the outputs of the change questionnaire in relation to VAIB
• Monitoring of VAIB and Vulnerable Customer Risk status

• Maintain and adapt guidance on VAIB change considerations to empower wider team members to support vulnerable customers
• Work closely with the External Partnerships & Engagement Manager to

• drive awareness and understanding in business areas of support needs through our lived experience research
• identify opportunities to work with external partners to improve outcomes for customers in vulnerable circumstances
• Ensure findings of lived experience research are incorporated into documentation of how change proposers have considered vulnerable customers

• Engage with collective governance to ensure culture of proactive engagement with the needs of vulnerable customers
• Creation of VAIB Change Calendar for consistent communication of impact of change

🤩 We’d love to hear from you if:

• You have expert vulnerability, accessibility, inclusion and bereavements knowledge - identifying and reducing barriers that might prevent people from interacting with products and services. This is essential.
• You have experience in advising on changes that impact VAIB
• You're passionate about making money work for everyone.
• You adapt your processes to changing circumstances and value getting feedback that challenges and improves your direction.
• You lean into challenging conversations, always with a focus on making things better.
• You contribute to your team's culture, spot ways to improve processes, and proactively make them happen.
• You're excited about what we're doing in VAIB at Monzo

🙌What’s in it for you

💰£salary range ➕share options.

⏰We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. 40 hours Monday to Friday.

📚£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 3 key steps

1st - 30 min Recruiter Call

2nd - 15 min chat with Senior Manager

3rd - Competency-based interview

This process should take around 2 - 3 weeks - if you have any queries, please email ninaebanksmetcalfe@monzo.com

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

We’ll close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

#LI-REMOTE #LI-NEM

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Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊

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🛂 Please confirm your UK Right to Work status.*

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We legally have to verify your Right to Work in the UK before you can start working for us. We're asking for this information now so we know later what type of right to work check we need to do. Your answer to this question won't affect the outcome of your application, unless you'd need visa sponsorship but are applying to a role we can't sponsor.

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👤 Identity survey

Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow.

Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is:

• Voluntary. And we've included a "prefer not to say" option for every question. It'd be helpful if you still fill out the survey even if you choose "prefer not to say" for every question, as it's useful for us to understand & record this. We won't know if you choose to fill this survey in or not.
• Anonymous to Monzo. We can't tie your responses to you and they won't make a difference to the outcome of your application. We'll only use grouped responses for equal opportunities monitoring in our hiring process.

For more information on how we'll use this data, please read our candidate privacy notice.

By filling out this survey, you agree that we can use your responses for the purposes we've mentioned above. You are not letting us know if we need to make any adjustments to the hiring process because of disability or neurodiversity - to do this please email us.

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