The Staff Product Designer, Operations will play a pivotal role in shaping how customer support and help experiences are delivered at Monzo. You'll lead end-to-end design initiatives within the Operations Collective, designing integrated ecosystems that connect customer-facing journeys with internal tools, AI-enabled environments, and human service.
What You'll Do
- 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.
What We're Looking For
- 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”.
Team & Environment
The Design team at Monzo includes 100+ members, comprising designers, researchers, and brand experts, with Product Design making up almost half. Work happens in tight-knit squads alongside research, product, and engineering. The role reports to the Chief Design Officer, Vuokko Aro. Our culture emphasizes growth, collaboration, belonging, and designing human-centered experiences that turn everyday interactions into memorable moments.
Benefits & Compensation
- £110,000 - £125,000 salary plus Stock Options
- We’ll help you relocate to the UK
- 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
- £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
- Plus lots more!
Work Mode
Ad hoc meetings in London; distributed working within the UK allowed. Flexible working hours. Roles are available in London or UK Remote.
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. Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. This is integral to our mission of making money work for everyone.
