Senior Lead Product Designer, Operations

United States Digital Space LLC; Cardiff; On-site; GBP 110,000 - 125,000; Full time

Benefits offered by this job

Stock options

Relocation to the UK

Visa sponsorship

Hybrid/remote UK flexibility

Flexible hours

£1,000 learning budget

MacBook and home-work setup support

Job summary

Monzo is hiring a senior designer to lead end-to-end design initiatives across AI-enabled support experiences and operations. You’ll shape customer journeys, internal tooling, and workflows, mentoring teammates while collaborating with product and engineering.

You thrive in ambiguity, translating business goals into actionable design plans and delivering high-quality work that scales with the organisation. The role offers UK remote options, relocation support, visa sponsorship, a learning

Qualifications

• Expert in your craft with deep specialization in a design discipline.
• Comfort designing for AI-enabled environments.
• Experience in complex service ecosystems where digital products connect to real-world operations.
• Passion for improving human-technology interactions and customer experiences.
• Track record delivering high-impact design that moves metrics and business goals.
• Excellent visual, UI and interaction skills with strong design judgment.
• Thrives in ambiguity and leads teams in fast-changing environments.
• Strategic thinker who translates goals into actionable plans.
• Natural collaborator, cross-functional with teams and stakeholders.
• Interested in growing and shaping the design team and resources.
• Pragmatic and proactive, balancing design impact with delivery.

Responsibilities

• Embed the long-term design vision for support experiences across customer journeys and internal systems.
• Lead large end-to-end design initiatives across ambiguous problem spaces (AI-enabled) and workflows.
• Design with a service mindset, considering real-world outcomes beyond the interface.
• Design across touchpoints: app, phone, and human support.
• Navigate tradeoffs and guide strategic decisions with conviction.
• Mentor Ops Collective designers, running crits and shaping work.
• Raise the bar for design craft and product excellence across the org.
• Partner with cross-functional leaders to define and execute product strategies.
• Address systemic challenges and reduce complexity for better outcomes.
• Act as a visible Design ambassador and share impact across Monzo.
• Mentor and level up designers, fostering growth and collaboration.

Job description

London or UK Remote | £110,000 - £125,000 + Stock Options + Benefits | Hear from the team

Our Design team

We’re a team of 100+ designers, researchers, and brand experts led by Chief Design Officer Vuokko Aro. We’re on a mission to make money work for everyone. Product Design makes up almost half of our design disciplines, working in tight-knit squads alongside research, product, and engineering to solve real customer problems at scale.

We design for the "magic moments"

We’ve built a bank that feels human, not just functional. Our product *is* our personality. We blend research, empathy, and craft to turn everyday interactions into memorable experiences.

Right now, we’re growing fast and looking for passionate designers to shape Monzo’s future and there’s a huge opportunity to make your mark.

The Operations Collective

We’re focused on delivering effortless, tech-led support experiences that can scale as Monzo grows. That means understanding customer problems deeply, preventing support needs where possible, solving issues at their source within the product, and designing seamless journeys whether customers self-serve or speak to a customer support agent.

AI and automation play a central role, empowering customers to resolve simpler issues independently, and equipping our operations teams with intelligent tools to handle more complex cases with confidence and speed. We design across the full ecosystem: customer journeys, internal platforms, routing, and the foundations that enable us to scale safely.

There’s a real opportunity to shape how help works across Monzo, end to end.

You’ll play a key role by...

• Embedding the long-term design vision for support experiences at Monzo, shaping how customer-facing journeys, internal systems, and human service connect into one coherent ecosystem.
• Leading large, end-to-end design initiatives across ambiguous problem spaces, spanning AI-enabled help experiences, internal tooling, and operational workflows.
• Designing with a service mindset, understanding what happens beyond the interface and shaping the real-world impact of your design decisions.
• Designing across touchpoints; from the app, to the phone, to human support.
• Navigating tradeoffs and guiding strategic decisions in an opinionated way.
• Coaching the other Ops Collective designers by helping them to embed the vision in their work, running design crits and supporting them to shape their work.
• Continuing to raise the bar for design craft and product excellence at Monzo, ensuring your work is a benchmark for quality and innovation across the organisation and our industry.
• Partnering with cross-functional leaders to define and execute product strategies that translate into actionable plans you help build and ship.
• Proactively addressing systemic challenges, reducing complexity, and creating better conditions for teams to deliver impactful work.
• Acting as a visible ambassador for Design, sharing your work and its impact across the company to maintain Design’s place at the heart of Monzo.
• Mentoring and levelling up designers across the discipline, fostering a culture of growth, collaboration, and belonging.

We’d love to hear from you if…

• You’re an expert in your craft, with deep expertise in a specific design discipline and strong foundational skills across all areas of product design.
• You’re comfortable designing for AI and automation-enabled environments, and excited by the opportunities AI creates to rethink how services operate.
• You have experience working on complex service ecosystems, where digital products connect to real-world operations, people, or logistics.
• You’re passionate about improving how humans and technology work together, creating experiences that feel seamless to customers and empowering to the teams delivering support.
• You have a proven track record of delivering high-impact design work that drives customer outcomes, influences company metrics, and achieves commercial goals.
• You’ll have excellent visual, UI and interaction skills, and the ability to think through complex interaction design.
• You thrive in ambiguity, leading teams to deliver in complex, fast-changing environments while maintaining a high bar for quality.
• You’re a strategic thinker who can shape product direction across multiple areas and translate organisational goals into clear, actionable plans.
• You’re a natural collaborator, skilled at working cross-functionally to improve ways of working and deliver greater value for customers and the business.
• You’re passionate about growing and shaping the Design team, whether through hiring, onboarding, or creating resources that scale your impact across the organisation.
• You’re pragmatic and proactive, always looking for ways to improve Design’s impact at Monzo while balancing the need to “get the job done”.

What’s in it for you

• £110,000 - £125,000 + Stock Options
• We’ll help you relocate to the UK.
• We can sponsor your visa.
• This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London).
• We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
• £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!

The application journey has 3 key steps

• 30-minute call with our Recruiter, Tom
• 1-hour craft interview where you’ll present a single case study to 2 members of our Design team.
• 2 x 45-minute interviews covering Leadership & Values and Strategy & Impact.

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.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.