Senior Project/Change 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 ✨

📍Remote | 💰 £68,000 - £80,000 + Benefits


⭐Our team

As we continue our mission at Monzo to help ‘Make money work for Everyone’, ensuring our Customer Support set up continues to provide award winning experiences is a key priority. To do this we need to scale and innovate safely at pace, landing any changes with our 3500+ strong Customer Operations (COps) team.  

The Operational Change team oversees our biggest change projects within Operations - from ensuring all teams across Operations are ready for the next new products to be launched to customers (like previous examples of Under 16 accounts, Investments and Insurance), to improving our ways of working across Operations by leading on multi-disciplinary changes, or supporting our Ops Product teams to ship improvements to our systems.

⭐The Role …

As a Senior Project/Change Manager you’ll be responsible for delivering our most complex changes through your own co-ordination or through supporting a team of Project or Change Managers to deliver impactful improvements across the entire Operations landscape. You’ll work closely with teams across Operations and the business, including Product, COps Leaders, our Global Ops teams, Learning and Development and Internal Comms. 

🔑You’ll play a key role by…

• Project management/Ops readiness oversight: Project management or oversight of ops readiness for of our most complex changes which require co-ordination across many teams across Operations (e.g. implementing new strategies for Operational Domains which involve product and operating model improvements)
• Team leadership: Leading a team of Project or Change managers responsible for supporting other high impact changes to our COps services (e.g. new Monzo Products, marketing, changes to our Operational systems etc.). Effectively planning for capacity of the team, whilst coaching and performance managing the members
• Providing visibility for leadership: Enabling Ops Leadership to have oversight of upcoming changes and risks being managed, as well as inputting into plans for future changes
• Maturing the change function: Setting high standards and implementing the right practices to mature how we plan and deliver change across Ops. This includes sign off processes and repeatable blueprints for strong change oversight, both pre and post change
• Strengthening partnership: Maintaining strong partnerships with disciplines across the business, and holding the bar for creating effortless experiences through every change.

🤩We’d love to hear from you if…

We’re looking for an experienced programme manager with a strong focus on change management, exceptional leadership and communication skills, and a proven ability to navigate complex operational environments and build strong partnerships across a business.

• You’ll have significant experience managing complex operational and product related projects in a fast paced environment, ideally regulated with a large customer base
• Deep understanding of programme/project management methodologies.
• Ability to develop and execute change management strategies, including stakeholder analysis, communication planning, training coordination etc.
• Expertise in identifying, assessing, and mitigating risks and issues at a programme level.
• Excellent ability to plan, organise, and prioritize complex workstreams effectively.
• Ability to track progress, measure impact, and provide clear and concise reports to stakeholders and leadership.
• Strong leadership and proven people management experience.
• Able to deliver effective coaching and upskilling of team members.
• Ability to effectively delegate tasks and empower team members.
• Understanding how to assess team capacity and plan/make tradeoffs
• Ability to motivate and develop team members to reach their full potential.
• Strong stakeholder management and communications skills - a proactive relationship builder, able to communicate with different audiences
• Ideally used to working with Product teams - familiarity with how new products and features are launched and the operational readiness required.
• Data led, knowing how to ask for the right data to test through change.

🙌What’s in it for you

💰£68,000 - £80,000 ➕ share options.

📍This role can be based remotely from anywhere within the UK

⏰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

• Application and CV Review
• Recruiter Call (30 mins) - Once you apply, if successful to the next stage, one of our Recruiters will reach out to you for an introductory conversation. 
• Interview Loop - This stage consists of 2 separate interviews that usually happen across 1-2 days. This will be made up of technical interviews and a Leadership Interview. If you get through to this stage, your Recruiter will have a 20-minute chat with you beforehand to help you get ready and prepare for this stage.

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

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to heatherroystonwebb@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.

We’ll only 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. 

If you’d prefer to work part-time, please let us know and we'll make this happen if we can. 

#LI-REMOTE #LI-HRW

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, 2023 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 😊