Monzo is hiring a Change & Continuous Improvement Partner, VAIB (Vulnerability, Accessibility, Inclusion and Bereavement)

Monzo is looking for a Change & Continuous Improvement Partner to join our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team within Specialist Services in Operations. You will drive awareness and understanding of VAIB considerations and help business areas embed them into their work. Your core responsibility will be supporting colleagues across Monzo to assess our current product and customer service offering against legal, regulatory and industry standards.

What You'll Do

• Identify, monitor and communicate internal change that impacts VAIB.
• Be the point of contact for Monzo-wide product & operational changes that impact VAIB, including monitoring and responses in the #vaib-change channel.
• Provide VAIB inputs into annual product reviews.
• Collaborate with 1LOD and 2LOD to ensure management of the outputs of the change questionnaire in relation to VAIB and monitoring of VAIB and Vulnerable Customer Risk status.
• Maintain and adapt guidance on VAIB change considerations to empower wider team members to support vulnerable customers.
• Work closely with the External Partnerships & Engagement Manager to drive awareness and understanding in business areas of support needs through our lived experience research and identify opportunities to work with external partners to improve outcomes for customers in vulnerable circumstances.
• Ensure findings of lived experience research are incorporated into documentation of how change proposers have considered vulnerable customers.
• Engage with collective governance to ensure culture of proactive engagement with the needs of vulnerable customers.
• Create a VAIB Change Calendar for consistent communication of impact of change.

What We're Looking For

• Expert vulnerability, accessibility, inclusion and bereavements knowledge - identifying and reducing barriers that might prevent people from interacting with products and services.
• Experience in advising on changes that impact VAIB.
• You're passionate about making money work for everyone.
• You adapt your processes to changing circumstances and value getting feedback that challenges and improves your direction.
• You lean into challenging conversations, always with a focus on making things better.
• You contribute to your team's culture, spot ways to improve processes, and proactively make them happen.
• You're excited about what we're doing in VAIB at Monzo.

Team & Environment

You will sit within the Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team within Specialist Services in Operations.

Benefits & Compensation

• Compensation: £40,400 to £51,050 + equity: share options
• £1,000 learning budget each year to use on books, training courses and conferences.
• Flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
• Work from home setup; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

Work Mode

This is a hybrid position open to candidates based in London, Cardiff, or anywhere in the UK for remote work.

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.