Strategic Innovation Lead, Operations

🔥 18 minutes ago

🇬🇧 United Kingdom – Remote

💵 £68.4k - £89.6k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

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Monzo Bank

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🏦 Banking

💳 Fintech

👥 B2C

Banking • Fintech • B2C

Monzo Bank is a digital bank based in the UK, known for its innovative app offering a wide range of personal banking services. It provides features such as fee-free spending abroad, automatic bill sorting, early salary payments, and round-up savings. Monzo offers various account types, including joint accounts, under 16s accounts, and savings pots with competitive interest rates. Customers can manage savings, investments, and pensions directly through the app, along with credit and loan options. Monzo emphasizes strong security features and customer support, making banking easy and accessible for its users.

📋 Description

• Translate ideas from strategy, customer insights, and experience gaps into testable hypotheses • Design and execute experiments end-to-end, including scoping, setup, execution, measurement, and readout • Identify and develop early-stage opportunities to improve customer experience, reduce operational demand, or create commercial value • Rethink service models and test new support approaches or capabilities within Operations • Partner with Product, Engineering, Data Science, Operations, Customer Experience, and Insights teams • Scale successful pilots into operational or product integration • Test new approaches to goodwill and recovery from poor customer experiences • Track impacts such as CSAT, complaints, demand reduction, cost, and engagement • Collaborate with frontline operations to test and refine practical, scalable solutions • Communicate experiment results and build evidence-based cases to scale, iterate, or stop initiatives • Help grow the experimentation engine and accelerate commercial opportunities

🎯 Requirements

• Experience in strategy, product, operations, or a similar role • Track record of taking ideas from concept to execution • Comfort with ambiguity and building from zero to one • Strong problem-solving skills • Ability to structure and break down complex, unclear problems • Bias to action and comfort testing ideas quickly • Analytical ability to define success metrics, interpret results, and make data-informed decisions • Strong communication skills • Ability to work collaboratively across Operations, Product, Data, and Engineering • Pragmatic and outcome-focused approach • Curiosity about customer experience and motivation to improve it • Experience running experiments, such as A/B testing, pilots, or operational trials, is a bonus • Experience with zero-to-one products, services, or initiatives is a bonus • Experience in operations, customer support, or service design is a bonus • Experience working closely with data science or analytics teams is a bonus • Experience in a high-growth or fast-changing environment is a bonus • Must work 40 hours per week, Monday–Friday, between core hours of 8am–6pm • Role is within the UK; Monzo cannot sponsor visas for this role

🏖️ Benefits

• Incentive Awards tied to your performance • Work-from-home setup provided • MacBook provided to all employees • Extra support for fully remote workers’ work-from-home setup • Additional benefits listed on Monzo’s careers benefits page