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About the Role
We are looking for passionate designers to shape Monzo’s future within the Operations Collective, focusing on designing how help and customer support works. This role involves designing effortless, tech-led support experiences, leveraging AI and automation, and shaping the end-to-end help ecosystem.
Responsibilities
- Embed the long-term design vision for support experiences at Monzo.
- Lead large, end-to-end design initiatives across ambiguous problem spaces, spanning AI-enabled help experiences, internal tooling, and operational workflows.
- Design with a service mindset, understanding real-world impact.
- Design across touchpoints, from the app to human support.
- Navigate tradeoffs and guide strategic decisions.
- Coach other Ops Collective designers.
- Raise the bar for design craft and product excellence.
- Partner with cross-functional leaders to define and execute product strategies.
- Proactively address systemic challenges and reduce complexity.
- Act as a visible ambassador for Design, sharing work and its impact.
- Mentor and level up designers across the discipline.
- Foster a culture of growth, collaboration, and belonging.
Requirements
- Expertise in craft with deep expertise in a specific design discipline and strong foundational skills across all areas of product design.
- Comfortable designing for AI and automation-enabled environments.
- Experience working on complex service ecosystems where digital products connect to real-world operations, people, or logistics.
- Passion for improving how humans and technology work together.
- Proven track record of delivering high-impact design work that drives customer outcomes, influences company metrics, and achieves commercial goals.
- Excellent visual, UI, and interaction skills.
- Ability to think through complex interaction design.
- Thrive in ambiguity, leading teams in complex, fast-changing environments.
- Strategic thinker who can shape product direction.
- Natural collaborator, skilled at working cross-functionally.
- Passionate about growing and shaping the Design team.
- Pragmatic and proactive, looking for ways to improve Design’s impact.
Skills
- Product Design
- AI and automation design
- Service design
- Interaction design
- Visual design
- UI design
- Strategic thinking
- Collaboration
- Mentoring
Location
- London
- UK Remote
Work Type
- Remote
- Hybrid
Experience Level
- Senior
Salary/Compensations
- £110,000 - £125,000
Benefits
- Stock Options
- Relocation assistance to the UK
- Visa sponsorship
- Flexible working hours
- £1,000 learning budget each year
- Macbooks provided
- Extra support for work-from-home setup for remote workers
About the Company
- We are on a mission to make money work for everyone, moving away from traditional banking complexities.
- Our product offering has grown significantly over 10 years, including personal and business bank accounts, joint accounts, accounts for 16-17 year olds, a free kids account, credit cards, savings, investments, and pensions.
- We are known for our hot coral cards, get-paid-early feature, financial education on social media, and award-winning customer service.
- We aim to solve problems and change lives through our products.
- Our Design team consists of over 100 designers, researchers, and brand experts.
- Product Design works in tight-knit squads alongside research, product, and engineering.
- We design for 'magic moments', blending research, empathy, and craft to create memorable experiences.
- The Operations Collective designs how help and customer support functions, focusing on effortless, tech-led experiences.
- AI and automation are central to empowering customers and operations teams.
Equal Opportunity
- All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.
- We are embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us.