Role overview

This role is a 13 month secondment to cover caregiver leave within our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) team in Customer Operations.

Making money work for everyone is what we do at Monzo, but it only counts if it works for the people who need support the most. Our VAIB team is dedicated to breaking down barriers across the bank.

What you’ll do

• Lead the development, integration and embedment of VAIB strategies, standards and regulatory expectations across Monzo’s products, customer journeys and operational processes.
• Turn the strategy into clear roadmaps, outcomes and priorities, giving strategic direction to the teams responsible for delivering them.
• Assess our products, services and customer support against relevant legal, regulatory and industry standards, identifying gaps, risks and opportunities and driving improvements.
• Act as a senior subject matter expert on complex vulnerability, accessibility, inclusion and bereavement issues.
• Work closely with first and second line Risk and Compliance teams to understand regulatory expectations, strengthen governance and controls.
• Set clear expectations and measures for customer outcomes, using data and insight to understand whether our strategies and standards are working.
• Work closely with Operations and Senior Operations leaders to improve customer support pathways, service standards and outcomes.
• Use complaints, customer insight, operational data and other relevant information to identify systemic barriers or poorer outcomes and turn those findings into strategic action.
• Provide strategic direction on customer communications linked to VAIB.

What we’re looking for

• Deep expertise in vulnerability, accessibility, inclusion and bereavement.
• Strong knowledge of the legal, regulatory and industry standards relevant to VAIB.
• Experience developing and embedding strategy at scale.
• Experience working with Risk and Compliance teams and managing risks, controls and governance.
• Ability to provide credible challenge and influence senior stakeholders.
• Experience using customer and operational insight to identify systemic issues.
• Ability to work effectively across different teams and disciplines.
• Enjoy sharing expertise and helping others build capability.

What’s in it for you

£68,400-86,550 plus Incentive Awards tied to your performance, equity and benefits.

We offer flexible working hours. 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.

Application process

The application journey has 3 key steps: Recruiter call (25 minutes), Values & Behaviours Interview (60 minutes), Technical interview with a task (60 minutes). This process should take around 3-4 weeks.

The closing date for applications is 21st October 2026. However, we'll close this role once we have enough applications for the next stage.