At Monzo we believe there’s a better way to do banking - we care deeply about our customers, are innovative and we execute quickly.

We’re looking to revolutionise the way consumers manage their finances by putting them in control and promoting their financial wellbeing. As part of that effort we are developing lending products that genuinely feel good and are looking for highly intelligent and creative individuals to help us on our journey.

We split teams into highly autonomous multi-functional ‘squads’ - each empowered and equipped to tackle a specific problem for our Customers. As a Senior Manager you will develop our customer journeys. You will support the thinking and delivery of our customer and business goals.

You will:

  • Ensure our customer journeys deliver fair outcomes to all our customers in the end to end journey

  • Create journeys both customer facing and "behind the scenes"

  • Ensure the experience for customer in financial difficulty is helpful and enabling a return to financial health and as frictionless as possible

  • Undertake root cause analysis on quality assurance and complaints to design out dissatisfaction in our customer journeys

  • Tackle business problems head on with the customer outcome front and centre of the solution

  • Take the initiative on continuous improvement which supports both customer and business goals

  • Need to roll up your sleeves and get stuff done as well as think strategically

  • Support in the continued development of a risk and control framework for collections and recoveries

You have:

  • A deep and broad understanding of collections and recoveries end to end

  • Experience in the measurement and assessment of fair customer outcomes and detriment

  • Extensive experience of delivering customers outcomes in a regulatory environment

  • Experience in risk management within the first line of defence

  • Experience in creating journeys for our most vulnerable customers facing into financial difficulty

  • Experience in dealing with 3rd party debt management organisations, insolvency practitioners

  • Proven skills in managing competing priorities

You should apply if:

  • You’re a expert in collections and recoveries for retail customer journeys

  • You're experienced in working in a regulatory environment

  • You understand the how to deliver fair customer outcomes though customer journeys

  • You have an understanding for credit risk strategy and how to interpret that into customer journeys.

  • You are able and comfortable to set journeys up from scratch using first principle thinking

  • You’re self-motivated, highly organised and focussed on the customer

  • You’re comfortable with ambiguity

  • You’re excited about the future of banking and want to work with us to shape it

  • Passionate about sharing learnings and best practice

  • You’re able to build strong, mutually respectful relationships with diverse teams



This role will be based in London with the opportunity to work flexibly.
The interview process will consist of a recruiter call, followed by an initial call with the hiring manager and a series of face to face interviews.

Diversity and inclusion are a priority for us at Monzo – if we want to solve problems for people around the world, our team has to represent our customers. So we need to attract the best talent in the world, and create an environment that supports and includes them. You can read more about diversity and inclusion on our blog.

 If you prefer to work part-time, from home or as a job-share, we’ll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life harmony


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