Monzo Bank

Senior Lead Product Designer, Operations

Monzo Bank

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Salary

💰 £110,000 - £125,000 per year

Job Level

Senior

About the role

  • 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.

Requirements

  • 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”.
Benefits
  • £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.
  • We can sponsor your visa.
  • Flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
  • We’ll help you relocate to the UK.
  • Plus lots more!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
product designinteraction designUI designvisual designAI-enabled designservice designdesign thinkingdesign critiquedesign strategycomplex service ecosystems
Soft Skills
leadershipcollaborationmentoringstrategic thinkingproblem-solvingcommunicationcoachingadaptabilityproactivitycreativity