Director of Vulnerable Customers

UK Hybrid | 💰£105,000 - £135,000 + Benefits

Our Specialist Services team is undergoing a period of transformation as we continue to implement enhanced strategies and product initiatives to support Vulnerable customers at Monzo and we’re looking for a Director of Vulnerable customers to lead the operational teams, policies and strategy.

At Monzo we believe in supporting customers with Vulnerable needs and this is at the heart of what we do.  This philosophy is at the core of our customer service and experience ethos.  We prioritise our customers' well-being by providing clear and easily accessible information about their finances, empowering them to make informed decisions and take control of their money.

We understand that everyone's financial situation is unique, and we’re committed to creating a safe space where our customers feel comfortable discussing their vulnerabilities and seeking assistance when needed. Our supportive approach uses a friendly and approachable tone of voice, ensuring that our customers feel understood, respected, and supported throughout their financial journey with us. By prioritising Vulnerable Customers, we aim to redefine banking and promote a positive and inclusive environment for all.

At Monzo we are committed to delivering exceptional customer experience through innovative product design, and we want to apply the same philosophy to how we support customers with Vulnerable needs.  You will manage a team of operational managers, and strategy managers to create supportive experiences that deliver better customer outcomes.

You will report directly to the Senior Director of Specialist Services and lead the VAIB team (Vulnerability, Accessibility, Inclusivity and Bereavement). The operational team is responsible for ensuring we have the right conversations with customers at the right time to ensure we deliver good customer outcomes.  The successful person will drive forward our strategic thinking around vulnerability, accessibility and financial inclusion and will help to leverage new insights and opportunities emerging in this space whilst scaling the operations safely and efficiently. You will partner with operations and tech leadership to deliver on a robust Monzo wide strategy, balancing the needs of our operational team through this period of change.

How you’ll contribute:

• Leading the Vulnerable support team, scaling and vulnerable customer operations and accountable for key performance metrics; productivity, quality, team performance, service and costs enabling the safe delivery of change into the operation to allow us to scale and grow at pace
• Driving improvements in efficiency and customer experience with a high focus on quality and good customer outcomes
• Enhancing our vulnerable customers strategy, leveraging technology and new ways of working that drive improvements in our customer experiences and support improvements in accessibility and financial inclusion
• Exploring our use of channels and the channel mix we use to serve our customer needs

You should apply if:

• You’re an experienced Operations Director working within a UK bank or financial services company (including FinTech)
• You have deep subject matter expertise in customer vulnerability, accessibility, financial inclusion 
• You have experience in leading complex operational teams for a regulated lender
• You have deep knowledge of UK consumer credit regulations
• You have track record of delivering strategies in a complex operational environment
• You are comfortable working in a fast-moving and changing company you can influence senior stakeholders and have a track record of solving complex problems and driving operational improvements that have real tangible impact
• You are comfortable leading large multi site operations and have a track record of developing high performing teams and delivering outstanding results
• You're resilient and comfortable working in a fast paced environment where the day to day job is constantly evolving and changing
• You’re hands-on and great at delivery & execution

The interview process:

Our interview process involves 4 main stages: 

• Recruiter call
• Technical interview
• Behavioural interview
• Final interview with Senior Director of Specialist Services

Our average process takes around 3-6 weeks, possibly longer with the upcoming Festive season. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact me on NinaEbanks@monzo.com.

Please also use that email to let us know if there's anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason.

What’s in it for you:

💰 £105,000 - £135,000 ➕ plus stock options & benefits 

📍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, at times that suit you and your team.

📚 Learning budget of £1,000 a year for books, training courses and conferences

➕ And much more, see our full list of benefits here

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