Change & Continuous Improvement Lead New Remote (UK)

Monzo; United Kingdom; Remote; GBP 60,000 - 90,000; Full time

Job summary

Monzo is seeking a Senior Change & Continuous Improvement Manager to lead transformative initiatives within our Customer Operations teams. This role focuses on enhancing customer journeys and driving process improvements in a fast-paced FinTech environment. The ideal candidate will have a proven track record in change management and leadership, fostering a culture of continuous improvement.

Benefits

£1,000 learning budget

Macbook provided

Support for work-from-home setup

Qualifications

• Proven experience leading large scale change in FinTech.
• Understanding of change management frameworks.
• Experience in people management and coaching.

Responsibilities

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

Skills

Leadership

Change Management

Stakeholder Engagement

Strategic Thinking

Adaptability

Tools

MacOS

Slack

GSuite

Job description

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

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

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 ️

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

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

£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.

The application journey has 4 key steps

• Recruiter call (30 mins)
• Initial chat with Customer Ops Senior Lead (30 mins)
• Technical interview (60 minutes)
• 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.

#REMOTE-LI #REMOTE-NEM

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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