Senior Lead Product Designer, Operations

🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo ❤️ 📍London or UK Remote | 💰£110,000 - £125,000 + Benefits | Hear from the team ✨ ⭐Our Design team We’re a team of 100+ designers, researchers, and brand experts led by Chief Design Officer Vuokko Aro. We’re on a mission to make money work for everyone. Product Design makes up almost half of our design disciplines, working in tight-knit squads alongside research, product, and engineering to solve real customer problems at scale. We design for the "magic moments" We’ve built a bank that feels human, not just functional. Our product is our personality. We blend research, empathy, and craft to turn everyday interactions into memorable experiences. Right now, we’re growing fast and looking for passionate designers to shape Monzo’s future and there’s a huge opportunity to make your mark. The Operations Collective is where we design how help and customer support works at Monzo. We think holistically about the experience of getting support as a customer, and how that connects to the systems, tools, and people behind the scenes. We’re focused on delivering effortless, tech-led support experiences that can scale as Monzo grows. That means understanding customer problems deeply, preventing support needs where possible, solving issues at their source within the product, and designing seamless journeys whether customers self-serve or speak to a customer support agent. AI and automation play a central role, empowering customers to resolve simpler issues independently, and equipping our operations teams with intelligent tools to handle more complex cases with confidence and speed. We design across the full ecosystem: customer journeys, internal platforms, routing, and the foundations that enable us to scale safely. There’s a real opportunity to shape how help works across Monzo, end to end. 🔑You’ll play a key role by... Embedding the long-term design vision for support experiences at Monzo, shaping how customer-facing journeys, internal systems, and human service connect into one coherent ecosystem. Leading large, end-to-end design initiatives across ambiguous problem spaces, spanning AI-enabled help experiences, internal tooling, and operational workflows. Designing with a service mindset, understanding what happens beyond the interface and shaping the real-world impact of your design decisions. Designing across touchpoints; from the app, to the phone, to human support. Navigating tradeoffs and guiding strategic decisions in an opinionated way. Coaching the other Ops Collective designers by helping them to embed the vision in their work, running design crits and supporting them to shape their work. Continuing to raise the bar for design craft and product excellence at Monzo, ensuring your work is a benchmark for quality and innovation across the organisation and our industry. Partnering with cross-functional leaders to define and execute product strategies that translate into actionable plans you help build and ship. Proactively addressing systemic challenges, reducing complexity, and creating better conditions for teams to deliver impactful work. Acting as a visible ambassador for Design, sharing your work and its impact across the company to maintain Design’s place at the heart of Monzo. Mentoring and levelling up designers across the discipline, fostering a culture of growth, collaboration, and belonging. 🤩 We’d love to hear from you if… You’re an expert in your craft, with deep expertise in a specific design discipline and strong foundational skills across all areas of product design. You’re comfortable designing for AI and automation-enabled environments, and excited by the opportunities AI creates to rethink how services operate. You have experience working on complex service ecosystems, where digital products connect to real-world operations, people, or logistics. You’re passionate about improving how humans and technology work together, creating experiences that feel seamless to customers and empowering to the teams delivering support. You have a proven track record of delivering high-impact design work that drives customer outcomes, influences company metrics, and achieves commercial goals. You’ll have excellent visual, UI and interaction skills, and the ability to think through complex interaction design. You thrive in ambiguity, leading teams to deliver in complex, fast-changing environments while maintaining a high bar for quality. You’re a strategic thinker who can shape product direction across multiple areas and translate organisational goals into clear, actionable plans. You’re a natural collaborator, skilled at working cross-functionally to improve ways of working and deliver greater value for customers and the business. You’re passionate about growing and shaping the Design team, whether through hiring, onboarding, or creating resources that scale your impact across the organisation. You’re pragmatic and proactive, always looking for ways to improve Design’s impact at Monzo while balancing the need to “get the job done”. 🙌What’s in it for you 💰£110,000 - £125,000 ✈️ We’ll help you relocate to the UK. ✅ We can sponsor your visa. 📍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, and at times that suit you and your team. 📚£1,000 learning budget each year to use on books, training courses and conferences. 🏡We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. ➕ Plus lots more! 🌈 The application journey has 3 key steps 30-minute call with our Recruiter, Tom 1-hour craft interview where you’ll present a single case study to 2 members of our Design team. 2 x 45-minute interviews covering Leadership & Values and Strategy & Impact. This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible! We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here. We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out. #LI-TR1 #LI-Remote Equal opportunities for everyone Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report. We’re an equal opportunity employer. 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. If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊