Change & Continuous Improvement Lead (Wealth)

Monzo Bank Limited; City Of London; Remote; GBP 50,000 - 60,000; Full time

Job summary

A leading FinTech company is seeking a Team Leader for Change & Continuous Improvement. You will drive project delivery and maintain processes across Customer Operations. Ideal candidates possess experience in FinTech, strong leadership qualities, and excellent problem-solving skills. This role offers a competitive salary between £50,200 - £60,000 plus benefits including a learning budget and share options.

Benefits

£1,000 learning budget each year

MacBook provided

Enhanced home setup support

Share options

Qualifications

• Experience in leading teams and influencing strategic priorities.
• Understanding of regulatory frameworks impacting operations.
• Fluency in MacOS, Slack, and GSuite tools.

Responsibilities

• Lead collaboration across various stakeholders.
• Track changes via KPIs and feedback loops.
• Provide oversight for Customer Ops readiness plans.

Skills

Team leadership

Coaching and development

Project delivery

Data interpretation

Stakeholder management

Problem-solving

Tools

MacOS

Slack

GSuite

Job description

Overview

Provide leadership and support to a team of Wealth Change & Continuous Improvement Partners. Responsible for ensuring the delivery of fast moving projects, from process redesign to product launches. Support the team to unblock challenges and drive pace while ensuring alignment to strategic goals. Ensure Customer Ops processes and workflows are maintained and work seamlessly and lead on plans to implement change and improvements where necessary. Drive a culture of proactivity, continuous improvement and innovative change through your direct team and a wider group of stakeholders. Lead collaboration with the stakeholders across Product, Ops, Risk and Customer Ops to ensure change and transformation is landed and embedded effectively within the domain. Track the impact of change and improvements through KPIs, metrics and feedback loops. Identify and communicate emerging trends, opportunities and response plans. Provide oversight, development and delivery of Customer Ops readiness plans and principles. Oversee the maintenance and development of our operational guidance and processes to ensure they accurately reflect our policies, standards and procedures. Ensure help articles and other customer facing materials remain current. Maintain documentation for service level agreements and hard deadlines for all operational tasks; propose changes as required via governance routines. Manage team rituals, planning meetings and retrospectives - making sure the information flow in and out of the team is easy and effective. Own real-time feedback loops with our teams who are speaking to our customers to gain a deep understanding of the Customer and Customer Ops experience.

Responsibilities

• Lead collaboration with stakeholders across Product, Ops, Risk and Customer Ops to ensure change and transformation is landed and embedded effectively within the domain.
• Track the impact of change and improvements through KPIs, metrics and feedback loops.
• Provide oversight, development and delivery of Customer Ops readiness plans and principles.
• Oversee the maintenance and development of operational guidance and processes to reflect policies, standards and procedures; ensure help articles and other customer facing materials remain current.
• Maintain documentation for service level agreements and hard deadlines for all operational tasks; propose changes via governance routines.
• Manage team rituals, planning meetings and retrospectives, ensuring clear information flow.
• Own real-time feedback loops with teams speaking to customers to gain a deep understanding of the Customer and Customer Ops experience.

Qualifications & Experience

• Experience leading a team and influencing strategic priorities. Strong ability to coach and develop teams and individuals, ideally within FinTech.
• Preferable experience within savings, investments, pensions or wealth related products.
• Proven track record of end to end project delivery and experience in leading through change.
• A delivery mindset; ability to break work down, prioritise effectively, and keep teams focused on value.
• Understanding of how regulatory frameworks can influence operational change and design.
• Ability to interpret and use data (operational, qualitative, and quantitative) to identify problems, measure improvements, and support strategic decision-making.
• Confidence in managing stakeholder relationships and navigating ambiguity; provide structure and calm in fast-moving situations.
• Ability to provide actionable feedback to a wide range of audiences and levels.
• Ability to build and maintain strong relationships with key stakeholders.
• You are comfortable with ambiguity and a proactive problem solver with a bias for action.
• Advanced planning and organisational skills with the ability to re-prioritise and adapt to change on short notice.
• Fluency in MacOS, Slack, and GSuite tools and ability to learn new systems quickly.

Location & Benefits

Cardiff, London or Remote (UK). Salary: £50,200 - £60,000 + Benefits.
Additional benefits include a £1,000 learning budget each year; Macbooks provided for all employees and enhanced support for home setups for remote workers. Share options and more listed in the full benefits.

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.

About Wealth

Wealth picks up where Core Support leaves off. Rather than focusing on budgeting tools or ways to save money, we focus on providing the right products to put money into and education on how to use them. Wealth is made up of Savings, Investments and Pensions teams, which are rapidly growing and focused on supporting customers with our new products. You’ll play a key role in this expansion by driving change and delivery within Wealth.