Lead Product Designer: AI-Driven Support & Ops

Jackalope Digital LLC; Greater London; Hybrid; GBP 110,000 - 125,000; Full time

Benefits offered by this job

Relocation to UK

Visa sponsorship

Flexible working hours

£1,000 learning budget

Macbooks provided

Home office setup support

Job summary

Monzo is seeking a senior Design lead to shape support experiences across app, telephony, and human assistance. You’ll embed a long-term design vision, guide AI-enabled help experiences, and influence internal tooling and workflows to deliver seamless customer journeys.

You’ll partner with cross-functional leaders to translate strategic goals into actionable plans, mentor other designers, and raise the bar for design craft and product excellence across the organisation.

Qualifications

• Expert in design discipline with deep craft across product design.
• Experience designing for AI and automation-enabled environments.
• Experience working on complex service ecosystems where digital products connect to real-world operations.
• Proven track record of delivering high-impact design that drives customer outcomes and business metrics.
• Excellent visual, UI and interaction skills; ability to solve complex interactions.

Responsibilities

• Embed the long-term design vision for support experiences across the company.
• Lead large, end-to-end design initiatives across AI-enabled experiences, internal tooling, and operational workflows.
• Design with a service mindset, shaping real-world outcomes beyond the interface.
• Design across touchpoints; from app, to phone, to human support.
• Coach and mentor other designers, running design crits and helping teams embed the vision.
• Raise the bar for design craft and product excellence across the organisation and industry.
• Partner with cross-functional leaders to translate product strategy into actionable plans.
• Address systemic design challenges to reduce complexity and improve team delivery.
• Act as an ambassador for Design, sharing work and impact across the company.
• Foster growth and collaboration, supporting hiring and onboarding of the team.

Skills

Design leadership

AI-enabled design

Cross-functional collaboration

Strategic thinking

Mentoring

Job description

Monzo is seeking a senior Design lead to shape support experiences across app, telephony, and human assistance. You’ll embed a long-term design vision, guide AI-enabled help experiences, and influence internal tooling and workflows to deliver seamless customer journeys.

You’ll partner with cross-functional leaders to translate strategic goals into actionable plans, mentor other designers, and raise the bar for design craft and product excellence across the organisation.