Change Continuous Improvement Lead (Wealth)

📋 Description

• • Own the end-to-end change lifecycle for Monzo’s rapidly expanding Wealth division – spanning Savings, Investments and Pensions – ensuring every new feature, policy tweak or tooling upgrade lands smoothly for both customers and 1,000+ frontline colleagues.
• • Translate complex regulatory, product and commercial requirements into crystal-clear change plans that frontline teams can execute from day one, cutting ramp-up time and eliminating “how do I…?” moments for customers.
• • Design and run rigorous impact assessments that quantify risk, effort and customer benefit before a single line of code or process step is altered, giving leadership the confidence to green-light bold ideas.
• • Build repeatable playbooks, templates and tooling that turn one-off launches into scalable, self-service change kits, freeing you to focus on the next big bet rather than reinventing the wheel.
• • Partner daily with Product Managers, Engineers, Legal, Compliance, Risk and Customer Operations to surface hidden friction, prioritise fixes and ship iterative improvements every sprint.
• • Use SQL, Looker and Zendesk data to spot trends in contact drivers, handle time and CSAT; turn insights into hypotheses, run controlled pilots and measure uplift so every tweak is evidence-based.
• • Facilitate energising workshops, retros and training sessions that upskill frontline coaches and subject-matter experts, creating a culture where continuous improvement is everyone’s job.
• • Champion the voice of the customer in every room: translate survey verbatims, app-store reviews and social chatter into actionable stories that keep teams laser-focused on real-world impact.
• • Lead post-launch reviews that celebrate wins, surface lessons and feed a living knowledge base so future squads start ten steps ahead.
• • Navigate the nuances of financial services regulation (FCA, PRA, GDPR, CASS) without letting red tape slow innovation – you’ll know exactly where to flex and where to hold the line.
• • Experiment with AI-driven QA, proactive messaging and self-serve education to shrink contact volume while boosting customer trust in our Savings, Investments and Pensions products.
• • Report progress through concise, exec-ready dashboards that show cost saved, NPS gained and risk reduced – making the value of continuous improvement impossible to ignore.
• • Work fully remote from anywhere in the UK, with quarterly on-sites in London or Cardiff to whiteboard, socialise and recharge with the wider Operations community.
• • Join a mission-driven company where “make money work for everyone” is more than a slogan – it’s a daily challenge to democratise wealth-building for millions.