Senior Lead Product Designer, Operations

📋 Description

• • As a Senior Lead Product Designer, Operations at Monzo Bank, you will be instrumental in shaping the future of how customers receive help and support, and how our internal operations function. You will be a key player in the Operations Collective, a dedicated team focused on designing effortless, tech-led support experiences that scale with Monzo's growth. This role offers a unique opportunity to influence the entire ecosystem of customer support, from digital interactions to human service delivery, and to drive significant improvements in efficiency and customer satisfaction.
• • You will be responsible for embedding a long-term design vision for support experiences across Monzo. This involves creating a cohesive ecosystem where customer-facing journeys, internal systems, and human service elements are seamlessly integrated. Your work will directly impact how customers interact with Monzo when they need assistance, ensuring these interactions are positive, efficient, and aligned with Monzo's human-centric approach to banking.
• • Leading large, end-to-end design initiatives will be a core part of your role. You will tackle ambiguous problem spaces, which may include designing AI-enabled help experiences, developing sophisticated internal tooling for support agents, and optimizing operational workflows. This requires a strategic mindset and the ability to translate complex challenges into elegant design solutions.
• • A service design mindset is crucial. You will need to understand not just the digital interface but also the real-world implications of your design decisions. This means considering the entire customer journey, including offline touchpoints and the human element of support, ensuring a holistic and effective support system.
• • Your design scope will be broad, encompassing multiple touchpoints. This includes designing for the Monzo app, phone-based support interactions, and the experiences of customers interacting directly with human support agents. You will navigate complex trade-offs and guide strategic decisions with a clear, opinionated approach, ensuring that all aspects of the support experience are considered and optimized.
• • As a Senior Lead, you will play a vital role in coaching and mentoring other designers within the Ops Collective. You will help them embed the team's vision into their work, facilitate design critiques, and provide support to elevate the quality and impact of their contributions. This leadership aspect is key to fostering a high-performing design team.
• • You will be expected to continuously raise the bar for design craft and product excellence at Monzo. Your work will serve as a benchmark for quality and innovation, not only within the organization but also within the broader industry. This involves staying abreast of design trends and pushing the boundaries of what's possible in financial services design.
• • Partnering with cross-functional leaders, including product managers, engineers, and operations specialists, will be essential. You will collaborate to define and execute product strategies, translating high-level goals into actionable plans that you will help build and ship. This collaborative approach ensures that design initiatives are well-integrated with business objectives.
• • Proactively addressing systemic challenges within the support ecosystem is a key responsibility. You will work to reduce complexity, streamline processes, and create better conditions for teams to deliver impactful work. This proactive stance ensures that Monzo's operations remain efficient and customer-focused as the company grows.
• • You will act as a visible ambassador for the Design team across Monzo. This involves actively sharing your work, its impact, and the value of design thinking throughout the company. Maintaining design's central role in product development and strategic decision-making is a critical aspect of this role.
• • Mentoring and developing designers across the discipline is a significant part of your leadership remit. You will foster a culture of growth, collaboration, and belonging, helping to build a strong and capable design community within Monzo. This includes contributing to hiring and onboarding processes, and creating resources that scale the impact of the design team.
• • The role requires a pragmatic and proactive approach. You will constantly seek ways to enhance Monzo's design capabilities and impact, while maintaining a focus on delivering results and achieving business objectives. This balance between strategic vision and execution is paramount.