Learning and Development Lead (12 Month FTC)

📍UK Remote | 💰Salary range starts at £43,400- £58,700 depending on experience + Benefits | 

Mission & Purpose 🚀

Our Mission in the Learning and Development function is to ensure operational teams have the training and tools to be the best that they can be. We have some big plans over the next 12 months and we’re looking for someone brilliant to help us execute. 

We’re looking for a motivational, learning and development specialist to lead our Core Services Customer Operations onboarding and ongoing learning at Monzo across the next 12 months. Customer Service Operations is now a 2500+ strong team, operating across 3 different sites and with many working remotely 💪

This isn’t banking as you know it — we are fast, agile and expect you to take ownership. We’re focused on our end goal of helping a billion customers across the world manage their money. Today we have over 10 million amazing customers, we’ve done this with a small, talented team, but we’re growing. Fast. One of our (many) next key missions is to evolve what we’ve built so far into a profitable, sustainable business.

We're looking for someone who is passionate about learning and development, creative in their approach, with experience developing and implementing customer service training in a regulated contact centre.  An ideal candidate will also be great at leading small internal learning and development teams focused on digital learning design that works for our distributed customer service teams (known internally as COps). 

We’d love someone with strong Financial services knowledge to help drive forward learning solutions in this area and they should come poised with a passion to learn more about Core Services within Operations  to then spearhead learning in this area too. 

⭐The Role …

You’ll lead a small team of trainers as well as developing and maintaining the onboarding and ongoing learning requirements, curriculums and learning materials for our Customer Operations People (COps) within Core Services. 

In this role you’ll work closely with the Customer Operations leadership team, our People team, Hiring and Workforce Management who forecast and produce the schedules for our customer service staff (COps). 

It’s a busy fast paced role, we’re hiring a lot of COps and we have lots of exciting changes coming up. You’ll need to be comfortable readjusting plans when things change often. Our training approach and digital learning journeys are at an early stage. You’ll be able to use your experience of different learning methodologies, techniques, tools and practices to make sure our training is the most effective it can be.  You’ll also be able to shape our ongoing training programme for COps after their onboarding journey and throughout their career as a COp. 

🔑You’ll play a key role by…  

• Support and engage with the overarching  learning strategy - bringing this to life within Core Services  and breaking this down into a deliverable roadmap. 
• Running and supporting learning & development projects such as the design and implementation of new learning solutions
• Designing training curriculums, defining learning requirements as well as designing and supporting the delivery of skills and role training.
• Planning training cohorts, working closely with the rest of the Training team, Hiring, Workforce Management, our Team Leaders (they’re called Squad Captains at Monzo) and TechOps to make sure everything runs smoothly.  You’ll have effective contingency plans in place just in case there are any hiccups
• Linking directly with the relevant Senior Managers to ensure learning and development is proactive and supportive. 
• Working as a consultant and offering insights and recommendations to drive learning solutions forward 
• Supporting with frequent new product launches; ensuring the right training solution is designed and implemented to support.
• Building and maintaining effective assessments to evaluate the learner performance, skills and knowledge
• Monitoring and reporting on training performance and using data to drive continuous improvements 
• Running and testing our controls - for example controls that make sure training is up to date, meets the needs of the audience and we have robust record keeping (attendance/pass rates, version control, etc.)
• People management of a team of domain trainers: supporting their growth, workload and prioritisation. 
• Responsibility for the accreditation of trainers. 
• Building and maintaining relationships with Operations; having sometimes challenging conversations to advocate for training. 
• Supporting multi-site training; working with outsourcing Partners. 

🤩We’d love to hear from you if…

• Above everything, a can do, make it happen approach - this is a fast-paced, high impact role that is responsible for managing multiple priorities, supporting the Core Services operation to make things happen with speed. 
• Last minute change doesn’t phase you - you’ll have experience planning onboarding cohorts in a fast scaling environment and amendments to plans will excite you 
• You’ll thrive working with ambiguity and work to seek solutions, not problems 
• You will be comfortable with context switching and supporting a variety of different projects/ workstreams at once. 
• Time management is one of your superpowers and you’re motivated by meeting deadlines across a range of projects running alongside each other 
• Lots of experience designing and delivering contact centre training
• Have experience identifying and documenting learning requirements and designing and building training curriculums in a regulated firm
• You’ll have a real passion for leading and developing trainers to deliver high quality training outputs, with hands on experience of doing so effectively
• Written and verbal communication is something you do seamlessly - your team, colleagues and stakeholders love working with you as a result
• Be comfortable analysing data, spotting trends and producing graphs and charts
• Be happy being hands-on and take satisfaction in supporting colleagues, projects or tasks however big or small
• Be excited by what we’re doing at Monzo. 
• Have a risk mindset and a passion to improve things for our COps and customers 

It would be great if you also:

• You have a background in the financial services industry.
• Having experience designing and working with digital learning platforms, a lot of our customer service staff (COps) work remotely so digital learning is key.
• Have learning and development experience in a remote working setting.

🙌What’s in it for you

💰£43,400 - £58,700 (dependant on experience) ➕ share options.

📍This role can be based remotely from anywhere within the UK but if successful will be expected to travel to our London and Cardiff offices as required.

⏰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. 

#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 😊