Customer Journey Manager

🚀 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 ✨

   UK Remote | 💰£40,400 - £54,600 + Benefits | Hear from the team ✨

⭐Our Customer Journey team

The Customer Journey team is dedicated to mapping and optimising customer experiences across all touchpoints. Our mission is to identify pain points, ensure compliance, and create seamless processes that enhance customer satisfaction. We work closely with stakeholders in our Retail, Payments and Fraud product and ops teams whilst employing data-driven insights to deliver improvements and ensure our services excel in delivering exceptional customer value.

In this role, you'll work closely with the Customer Journey Lead and take ownership of the daily development of journey maps and identifying areas for improvement. Your day-to-day activities will involve engaging with cross-functional teams, gathering insights, and ensuring our processes align with established standards. You'll also participate in a community of practice focused on sharing knowledge and continually refining our approach to customer journeys.

🔑You’ll play a key role by…

As the owner of journey mapping, you will collaborate with key teams and experts to map customer  journeys in accordance with established blueprints, ensuring alignment with real world processes. I will lead workshops to refine these journey maps, integrating feedback, and securing approval from service owners and stakeholders.

Ownership of Journey Mapping:

• Collaborate with key teams and experts to map customer journeys according to established blueprints, ensuring alignment with real-world processes.
• Lead workshops to refine journey maps, integrating feedback, and secure approval from service owners and stakeholders.

Identifying Opportunities:

• Own the analysis of data to identify and prioritise improvements within mapped journeys, focusing on enhancing customer experience.
• Work closely with product and operational teams to implement necessary changes and optimise Customer Experience standards.

Testing and Compliance:

• Take responsibility for testing journey processes to ensure they meet customer expectations and comply with regulations, addressing potential risks and ensuring communications are effective

🤩 We’d love to hear from you if…

• Customer Journey Experience: Extensive background in customer journey analysis, process optimisation, or a related field.
• Data Interpretation: Strong ability to analyse and interpret complex data sets to identify and capitalise on improvement opportunities.
• Independent Work Ethic: Aptitude for working independently, managing multiple projects, and meeting deadlines.
• Strong Communication: Exceptional communication skills, capable of effectively presenting to and interacting with a diverse range of stakeholders.
• Process Mapping Expertise: Proficiency in customer journey mapping, translating domain knowledge into actionable process maps that facilitate collaboration with product and technical teams.
• Regulatory Experience: Familiarity with Consumer Duty/Conduct Risk regulation, ensuring compliance across customer journeys.
• Attention to Detail: Meticulous attention to detail in tracking progress and maintaining high standards across all projects.
• Desirable - Lean Six Sigma Certification: Ideally certified at the Green Belt level, demonstrating proficiency in process improvement methodologies.

🙌What’s in it for you

💰£40,400 - £54,600 ➕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. 

📚£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

• 20 minute recruiter call 
• Take Home Task 
• 1 hour values & role specific interview 

This process should take around 2-3 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.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to sambrewington@monzo.com. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

The closing date for applications is Friday 8th August at 5pm BST. 

#LI-REMOTE/SB

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 attention, 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 😊