Shape the future of customer support by designing seamless, tech-driven experiences that bridge digital interfaces, internal operations, and human assistance. In this role, you'll define the long-term vision for how support systems function across Monzo, ensuring every interaction—whether digital, voice-based, or agent-led—feels intuitive and effective.
Key Responsibilities
- Lead major design initiatives that span AI-powered help systems, internal tools, and operational workflows, often in ambiguous or evolving spaces.
- Design holistically across customer and employee touchpoints, considering how decisions impact real-world service delivery.
- Guide strategic direction with confidence, balancing innovation with practical tradeoffs to deliver scalable solutions.
- Mentor and elevate other designers in the Operations Collective through critique, coaching, and shared vision-setting.
- Champion design excellence across the organization, setting benchmarks in craft, usability, and impact.
- Collaborate with engineering, product, and operations leaders to turn strategic goals into tangible product outcomes.
- Identify and simplify systemic complexity to improve team effectiveness and customer outcomes.
- Represent design leadership company-wide, communicating progress and insights to influence broader initiatives.
- Support the growth of the design discipline through hiring, onboarding, and knowledge-sharing.
What You Bring
- Deep expertise in product design with proven success in complex, multi-channel service environments.
- Experience designing for AI, automation, and intelligent systems that enhance human capabilities.
- Strong interaction and visual design skills, with the ability to navigate intricate user flows.
- A strategic mindset that connects organizational goals to actionable design plans.
- Comfort leading in uncertainty, delivering high-quality work in fast-moving, ambiguous contexts.
- Commitment to collaboration across disciplines to improve processes and customer value.
- Passion for building inclusive, growth-oriented design teams.
- Pragmatism and initiative—driven to increase impact while delivering consistently.
Work Environment
This role is open to candidates in the UK, with flexibility for remote work outside London. Occasional in-person meetings will take place in the London office. We support distributed teams with home office setups, including hardware and ergonomic support. Work hours are flexible—designed around productivity and team alignment, not rigid schedules.
Compensation & Growth
Salary ranges from £110,000 to £125,000, with stock options included. We offer visa sponsorship and relocation support for eligible candidates. Each year, you’ll receive a £1,000 learning budget for courses, books, or conferences to support continuous development.
Our Culture
We’re building a bank that feels human—where empathy, research, and thoughtful design turn everyday financial interactions into meaningful experiences. We believe in inclusive growth, equal opportunity, and creating space for everyone to do their best work. Our mission is to make money work for everyone, and that starts with how we treat each other.
