VAIB Strategy Lead

🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. 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 ❤️

📍UK Remote | 💰£68,400-86,550 + equity + Incentive Awards tied to your performance + Benefits ✨

About the Role

This role is a 13 month secondment to cover caregiver leave within our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) team in Customer Operations.

Our VAIB Team

Making money work for everyone is what we do at Monzo, but it only counts if it works for the people who need support the most. Our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) team is dedicated to breaking down barriers across the bank. We make sure that whether a customer is vulnerable, disabled, excluded, or experiencing a bereavement, they get a product and a service that is empathetic, accessible, and built entirely with them in mind.

Key Responsibilities

As our VAIB Strategy Lead, you’ll set direction within your area of expertise and turn VAIB priorities into sustainable, well-governed improvements across Monzo. You’ll bring together regulatory requirements, customer insight, data and operational experience to understand where change is needed and help the business deliver it effectively. You’ll work closely with Strategy Managers and Analysts, Operations leaders, Product, Risk, Compliance, Data, Engineering and teams across Monzo. You’ll make sure our strategic priorities are understood, appropriately governed and translated into measurable improvements for customers.

• Leading the development, integration and embedment of VAIB strategies, standards and regulatory expectations across Monzo’s products, customer journeys and operational processes. Turning the strategy into clear roadmaps, outcomes and priorities, giving strategic direction to the teams responsible for delivering them.
• Assessing our products, services and customer support against relevant legal, regulatory and industry standards, identifying gaps, risks and opportunities and driving improvements. As well as horizon scanning, regulatory analysis and gap assessments, turning emerging legal, regulatory and industry developments into practical recommendations for Monzo.
• Acting as a senior subject matter expert on complex vulnerability, accessibility, inclusion and bereavement issues, including situations where there isn’t an established answer, whilst building VAIB capability across Monzo by sharing your expertise, coaching colleagues and supporting the development of Strategy Managers and Analysts.
• Working closely with first and second line Risk and Compliance teams to understand regulatory expectations, strengthen governance and controls, and make sure VAIB risks are identified and managed appropriately. Whilst taking ownership of significant VAIB risks, controls, formal actions or remediation programmes where needed, making sure activity is delivered to the right standard.
• Setting clear expectations and measures for customer outcomes, using data and insight to understand whether our strategies and standards are working and where our approach needs to change.
• Work closely with Operations and Senior Operations leaders to improve customer support pathways, service standards and outcomes, constructively challenging where performance or strategic alignment falls short.
• Using complaints, customer insight, operational data and other relevant information to identify systemic barriers or poorer outcomes and turn those findings into strategic action.
• Working with Product, Operations, Risk, Compliance and other teams to make sure VAIB priorities are understood and embedded in the way we design, deliver and improve products and services.
• Providing strategic direction on customer communications linked to VAIB, helping make sure information is clear, accessible, accurate and consistent with our approach.