Change & Continuous Improvement Lead (Wealth)

Monzo; London, Cardiff; Hybrid; GBP 50,000 - 60,000; Full time

Job summary

A prominent FinTech company in London is seeking a Change & Continuous Improvement Manager to drive transformation within Customer Operations. This role involves leading a team, managing projects, and improving processes to enhance customer journeys. Candidates should possess strong leadership skills, experience in project delivery, and the ability to analyze data. The position offers a competitive salary package and a collaborative work environment.

Benefits

£1,000 learning budget

Support for work-from-home setup

Qualifications

• Experience in team leadership and managing changes in FinTech.
• Proven track record of end-to-end project delivery.
• Ability to interpret and use operational data for decision-making.

Responsibilities

• Provide leadership to a team for project delivery.
• Ensure alignment of projects to strategic goals.
• Track the impact of change through KPIs and feedback loops.

Skills

Leadership

Project delivery

Stakeholder management

Data interpretation

Agile methodologies

Tools

MacOS

Slack

GSuite

Job description

Cardiff, London or Remote (UK)

Overview

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. 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.

Responsibilities

• 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.
• Experience leading a team and influencing strategic priorities. Strong ability to coach and develop teams and individuals, essentially with 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. You know how to break work down, prioritise effectively, and keep teams focused on value.
• Understanding of how regulatory frameworks can influence operational change and design.
• Able 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. You bring structure and calm to fast-moving situations.
• Ability to provide specific actionable feedback to a wide range of audiences and levels.
• Ability to build and maintain strong relationships with key stakeholders
• You are comfortable and energised by ambiguity and a proactive problem solver with a bias for action.
• 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.

Application process

• Recruiter call (30 mins)
• Values Interview (60 minutes)
• Role Specific (60 minutes)

Equal opportunities

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 status, neurodiversity or disability status.

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