Change & Continuous Improvement Lead

Monzo Bank; United Kingdom; Remote; GBP 68,000 - 82,000; Full time

Job summary

Monzo Bank is seeking a leader for their Change & Continuous Improvement team. This role focuses on driving transformative change across Customer Operations, enhancing customer journeys, and empowering teams. Candidates should have a strong background in change management, leadership, and stakeholder engagement within a fast-paced FinTech environment.

Benefits

£1,000 learning budget each year

Macbook provided for remote work

Extra support for work-from-home setup

Qualifications

• Proven experience leading large scale change and continuous improvement.
• Experience with change management frameworks.
• Leadership and people management experience.

Responsibilities

• Lead and grow a high impact change and continuous improvement team.
• Define and drive the change management strategy.
• Partner with senior stakeholders to identify improvement opportunities.

Skills

Change management

Leadership

Stakeholder engagement

Planning and organization

Fluency in MacOS

Fluency in Slack

Fluency in GSuite

Job description

Due to the high application rate for this role, we will close the advert at 9am on Monday 26th May.

Please apply quickly and Good Luck

UK Remote - Salary £68,000 to £82,000Benefits | Hear from the team

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.

You'll be at the heart of transformation: shaping how change lands across our Customer Operations teams, creating magical customer journeys, removing friction from processes, and empowering our teams 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 and grow a high impact change and continuous Improvement team, coaching them to deliver transformative change and process improvement projects at pace.
• Define and drive the change management and continuous improvement strategy to support the operational goals and an exceptional customer experience.
• Partner with senior stakeholders across Product, Ops, Risk, and Compliance to identify improvement opportunities and enable scalable, future-fit solutions from process redesign to product launches.
• Act as a trusted advisor to senior leadership, identifying change risks and opportunities through robust analysis and stakeholder engagement.
• Champion a culture of curiosity, reflection, and iteration, enabling teams to learn fast and continuously improve in line with Monzo’s values.
• Facilitate post-implementation reviews (PIRs) to assess the impact of any changes, their adoption, and lessons learned for continuous learning..

You should apply if:

• Proven experience leading large scale change and continuous improvement in a fast paced, high growth environment. Essentially within FinTech and FinServ.
• Experience and understanding of change management frameworks. You know how to apply structure whilst maintaining flexibility.
• Leadership and people management experience. You’ve built or led teams and know how to inspire, coach and set direction.
• A delivery mindset. You know how to break work down, prioritise effectively, and keep teams focused on value.
• Confident working across senior levels and influencing stakeholders. You can simplify complexity, communicate with clarity and bring people on the journey.
• You apply a strategic lens but you’ll enjoy being hands on and understand the work that your team does.
• 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

£68,000 - £82,000 share options.

£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 4 key steps

1. Recruiter call (30 mins)
2. Initial chat with Customer Ops Senior Lead (30 mins)
3. Technical interview (60 minutes)
4. 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.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to [e-mail]. 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.

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