Moneybox

Customer Support

• This role will be responsible for but not limited to the following areas: Addressing Customer Complaints: Assignment of a subset of ongoing customer complaints to review and determine outcomes. This requires full investigation of the issue raised by the customer, and a clear, formal response returned within tight timeframes.
• Work with the Team Leader on the constant review and update of current processes and documentation, providing your ideas for improvement
• Take part in initiatives to improve customer service and efficiency within the complaints area
• Supporting Vulnerable Customers: Assisting customers who may be experiencing vulnerability, offering them guidance and support through written and phone communication.
• Providing consistent feedback to the Team Leader around accessibility and vulnerability needs within the app, operational models, and initiatives to benefit our most vulnerable customers.
• Handling Bereavement Cases: Manage bereavement cases with empathy and professionalism, ensuring that customers receive the support they need during difficult times. Ensure we have a best-in-class empathetic service surrounding this process
• Collaborating with Teams: Work closely with other customer-facing teams to share insights, identify areas for improvement, and contribute to initiatives that enhance the overall customer experience.
• Anything else: Please note that as a part of all areas above, answering or making phone calls to these customers is considered part of the role.
• We’d like you to retain your product and technical knowledge by ensuring you take part in customer conversations or/and operational processes throughout the week, meaning you are able to answer customers with full context.
• Additional overtime hours are also available. There may be occasional requirements to work on bank holidays, depending on business needs.

Customer Care Executive

Operations

• You'll work within one of our sub-teams, where you will either:
• - Support transfers in or out, providing proactive customer support, clear communication on progress, and driving timely resolutions
• - Handle payments, making sure customer funds are matched to the correct accounts and resolving any issues with both the customer and the provider
• - Guide first-time homebuyers through their LISA withdrawal, coordinating with solicitors to ensure a seamless completion
• Build genuine relationships with customers, keeping them fully informed and helping them feel confident in what happens next
• Liaise with providers and solicitors via phone or email, representing Moneybox professionally and persistently
• Capture, review, and escalate customer feedback, monitoring it through to completion
• Consistently look for ways to improve our operational processes, and work with the relevant teams to make our customer experience the best it can be
• Support with, or lead on, internal operational projects
• Support other operations and support teams during busier periods or times with low coverage

Customer Operations Executive

Research Scientist

• Deliver value through strategic discovery and evaluative testing
• Perform hands-on research as well as coaching self-serve research within product teams
• Build a pipeline of mid- to longer-term research projects
• Work closely with cross-functional partners and leverage available data
• Proactively identify gaps in processes and propose solutions
• Package and present research insights across the business effectively

Senior UX Researcher

QA Engineer

• This is a hands-on role and as a senior member of the QA team, you’ll help ensure the quality of Moneybox products, reporting into the Senior QA lead.
• Seamlessly deliver numerous large and complex projects, acting as the sole QA on a squad, managing competing workstreams through effective prioritisation and time management.
• Foster a "quality is everyone's responsibility" philosophy, influencing team members to prioritise risk-based testing over traditional ticket testing.
• Collaborate with stakeholders and Compliance to define testing and release strategies that effectively balance risk, speed, and quality.
• Run engaging, cross-functional team meetings (e.g. amigos, go/no-go, incidents) that promote positive outcomes through effective coordination and issue prioritisation.
• Advocate for the use of AI tools and agents throughout the testing lifecycle, driving efficiency while layering in human critical thinking to validate outcomes.
• Assess features for test automation suitability, collaborating with engineers on various test types and working with the Automation team to build and promote stable end-to-end automation.
• Be a visible leader and role model within the QA team, mentoring/coaching others and actively supporting departmental operations to promote learning and innovation across the function.
• Represent Moneybox externally in the tech community, bringing fresh new ideas back to the team.

Senior QA Engineer

Software Engineer

• Lead and deliver streams of work end-to-end
• Partner with mobile leadership to shape the technical direction of the iOS platform
• Drive the adoption of SwiftUI and Swift Concurrency across the app
• Work closely with Product Managers, Backend engineers, and UI/UX designers
• Actively support the development of other engineers through technical guidance and code reviews
• Champion accessibility and inclusive design
• Thoughtfully integrate AI tooling into your workflow

Senior iOS Developer

Product Designer

• Own high-impact problems from early discovery through launch and measurable outcomes.
• Build clarity and trust by turning intricate financial concepts into simple, intuitive mobile experiences.
• Partner with Product and Engineering to define success and drive measurable outcomes.
• Prototype quickly, validate with real users and use data to refine decisions.
• Deliver intuitive, high-quality experiences across native iOS, Android and responsive web.
• Champion AI-first design: Exploring how tools and automation can enhance efficiency, quality, and experimentation.
• Contribute to our design system to ensure consistency at scale.
• Influence beyond your squad, articulate trade-offs clearly and raise the quality bar.

Senior Product Designer

Customer Success Manager

• Assist in executing and iterating of end-to-end CRM lifecycle programs, including email, in-app messages, push notifications, and on-platform messaging
• Collaborate with the CRM Lifecycle Manager to execute the lifecycle roadmap across Wealth, Savings and Homebuying, ensuring ongoing monitoring, evaluation, and optimisation of all activities
• Utilise data and segmentation models to deliver targeted messages to the right users, at the right time, through the most effective channels
• Assist in preparing and distributing post-campaign performance reports, recommending actionable insights for continuous improvement
• Contribute and implement A/B tests to continually improve campaign effectiveness through structured testing plans
• Collaborate closely with Marketing, Product, and Insight teams to ensure alignment and effective execution of automation comms.

CRM Lifecycle Executive

AI Engineer

• Own the overall system architecture, understanding how components interact, where dependencies create risk and where production realities challenge theoretical designs.
• Make day-to-day architectural decisions, defining what gets built, how it is structured and the interface contracts between components, while partnering with the Director of AI and Decision Intelligence on major strategic decisions.
• Translate research ideas into production-ready system designs, evaluating integration approaches, engineering effort, trade-offs and delivery sequencing.
• Identify architectural risks early, ensuring short-term decisions do not create long-term constraints or unnecessary technical debt.
• Build prototypes that validate architectural assumptions, integration patterns and scalability requirements, rather than simply proving that a model or idea works in isolation.
• Define clear boundaries and interfaces between learned and non-learned system components, enabling both to evolve independently without introducing instability.
• Guide technical decision-making across the team, ensuring implementation choices remain aligned with the long-term architecture and product vision, even when delivery pressures favour short-term solutions.
• Act as a technical sounding board for complex design and systems challenges, helping the team make pragmatic decisions in areas with significant uncertainty or trade-offs.

Staff AI Engineer

General Counsel

• Draft, negotiate and advise on a broad spectrum of commercial agreements, including with IT suppliers (SAAS, AI etc.), general services providers banking partners and sponsorship and marketing partners.
• Partner with internal stakeholders on the rollout of new products, processes, and promotions.
• Advise on data protection matters, including controller and processor terms, privacy notices and wider DP queries.
• Partner with our Compliance Team on regulatory queries.
• Draft and update customer-facing terms and conditions and related materials.
• Help drive the implementation of legal tech, including AI-assisted contract review and enhanced CLM functionality, to scale the function.
• Advise on a broad range of other legal activities, including IP, employment, property, and litigation, as needed.
• Provide training and education to the business on legal matters.
• Stay up-to-date on relevant legal developments and proactively advise the business on potential impacts.
• Work closely with and manage external legal advisors.