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Monzo
Monzopublic

Senior Lead Product Designer, Operations

Cardiff / London / Remote (UK)$110K – $125K GBPYesterday3/5
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Our take

Operations design at Monzo means making the behind-the-scenes banking workflows as thoughtful as the customer-facing app. Monzo's design culture is excellent, though operations is further from the flagship product.

Job description

# Senior Lead Product Designer, Operations

Location: Cardiff, London or Remote (UK)

Salary: GBP 110,000 - GBP 125,000 + Benefits

About Monzo

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.

The Design Team

Monzo employs over 100 designers, researchers, and brand experts led by Chief Design Officer Vuokko Aro. Product Design comprises nearly half the design discipline, with teams working closely with research, product, and engineering to solve real customer problems at scale.

The Operations Collective

This team designs how customer support and help functions operate at Monzo. The focus spans the complete ecosystem: customer journeys, internal platforms, routing systems, and operational foundations.

Key priorities include:

  • Delivering scalable, tech-led support experiences
  • Understanding customer problems deeply
  • Preventing support needs through product design
  • Designing seamless journeys for both self-serve and agent-assisted support
  • Leveraging AI and automation to empower customers and operations teams

    • Key Responsibilities

  • Embed long-term design vision for support experiences, connecting customer-facing journeys, internal systems, and human service
  • Lead large-scale, end-to-end design initiatives in ambiguous problem spaces
  • Design with service mindset, understanding real-world impact beyond interfaces
  • Design across touchpoints: app, phone, and human support
  • Navigate tradeoffs and guide strategic decisions
  • Coach other Operations Collective designers through design critiques and mentorship
  • Raise design craft standards across the organization
  • Partner with cross-functional leaders on product strategy execution
  • Address systemic challenges and reduce complexity
  • Serve as visible Design ambassador, sharing work and impact company-wide
  • Mentor designers across the discipline

    • Ideal Candidate

    You should have:

  • Deep expertise in a specific design discipline with strong foundational product design skills
  • Comfort designing for AI and automation-enabled environments
  • Experience with complex service ecosystems connecting digital products to real-world operations
  • Passion for improving human-technology collaboration
  • Proven track record delivering high-impact design work that drives customer outcomes and commercial goals
  • Excellent visual, UI, and interaction design skills
  • Ability to thrive in ambiguity while maintaining quality standards
  • Strategic thinking across multiple product areas
  • Strong cross-functional collaboration skills
  • Commitment to growing and shaping design teams
  • Pragmatic, proactive approach to improving design impact

    • What's Offered

  • Competitive salary: GBP 110,000 - GBP 125,000
  • Relocation support to the UK
  • Visa sponsorship available
  • Flexible working hours and remote options within the UK
  • GBP 1,000 annual learning budget
  • MacBook provision; additional work-from-home setup support for remote workers
  • Additional benefits available

    • Application Process

    The hiring process includes three stages:

    1. 30-minute call with Recruiter Tom

    2. 1-hour craft interview presenting a case study to 2 Design team members

    3. Two 45-minute interviews covering Leadership & Values and Strategy & Impact

    Timeline: approximately 3-4 weeks

    Equal Opportunities

    Monzo is committed to diversity and inclusion. All applicants are considered without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity, or disability. Preferred names may be used in applications.

    About Monzo

    Digital bank that makes money work for everyone. UK's most design-forward neobank.

    fintech
    monzo.com

    Interested in this role?

    Apply directly on Monzo's careers page.

    Apply now