Senior Staff Software Engineer, AI Customer Operations

Monzo Bank Limited

Job Overview

Location

Cardiff, London or Remote (UK)

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior Staff Software Engineer within Monzo's Customer Operations collective, you will be a pivotal technical leader (Individual Contributor) driving innovation and excellence across the company. Your influence will extend beyond your immediate team, contributing to the growth and strategic direction of Monzo as a whole.
• This role is specifically focused on advancing our 'automation-first' approach to customer problem detection and resolution. You will operate at the crucial intersection of customer experience, artificial intelligence, and platform engineering, developing and implementing customer-centric automation solutions.
• Your primary objective will be to enhance customer satisfaction and product engagement while simultaneously building a cost-efficient, scalable operational model.
• You are expected to be deeply hands-on, leveraging your extensive software engineering and system-building expertise to tackle complex technical challenges. This involves writing, testing, and deploying robust backend services, and contributing directly to the infrastructure and tooling that underpins our customer operations.
• You will partner closely with the Engineering Director for Customer Operations and other senior engineers to provide technical leadership, with a particular emphasis on enhancing resiliency across Monzo's entire system landscape.
• A key aspect of your role will be to develop a profound understanding of our customer journeys and existing infrastructure. This knowledge will be instrumental in strengthening our systems and tooling to ensure consistent, high-quality customer experiences at scale.
• You will be responsible for enhancing the tools, patterns, and guardrails that empower teams to make the right customer experience choices easily and effectively.
• Collaboration is central to this role. You will work closely with product managers, data leaders, and operational stakeholders to identify and execute opportunities aligned with the organization's goals and strategy. This requires bringing clarity, urgency, and rigorous execution to initiatives.
• Your responsibilities will oscillate between high-level strategic planning and organizational leadership, and diving deep into the execution of complex problems, getting hands-on as needed to drive solutions forward.
• You will tackle multi-faceted optimization problems at scale, exploring how to maximize the leverage of technologies such as Large Language Models (LLMs), traditional machine learning techniques, and highly efficient end-to-end systems.
• Maintaining a high bar for technical excellence within the collective is paramount. This includes setting an example through your own work, championing the contributions of others, and constructively addressing areas where standards are not met.
• You will lead architectural discussions for the most complex systems within the collective, utilizing your expert knowledge and experience to architect solutions that are robust, scalable, and optimal within the given context.
• Fostering a culture of quality is a core expectation. You will proactively champion and implement measures to ensure thorough testing of all work, making it easy and accessible for all engineers.
• A significant part of your role will involve mentoring, sponsoring, and up-levelling other engineers within the team, contributing to their professional growth and the overall technical capability of the collective.
• You will be instrumental in building and protecting a product used by millions of customers, contributing to Monzo's mission to make money work for everyone.
• The role involves working with a modern technology stack including Go, Cassandra, Kafka, Kubernetes, Docker, AWS, GCP, React, and Feast, with a strong emphasis on data-intensive systems and real-world ML deployments.
• You will be comfortable working in a fast-paced environment that deals with ambiguity, and you will play a key role in helping your team and partner teams navigate and resolve this ambiguity.
• Your quantitative mindset will drive data-informed decision-making, ensuring that efforts are focused on measurable outcomes and business impact.
• You will contribute to open-source software as much as possible, aligning with Monzo's commitment to transparency and community contribution.
• The role offers the opportunity to work on challenging problems at the forefront of AI and customer support technology within a leading digital bank.
• You will be part of a large and growing engineering community (approx. 450 engineers) within a company of around 5,000 people, with opportunities for movement and specialization.
• Regular knowledge-sharing sessions will ensure continuous learning about various aspects of banking technology and effective communication practices.
• You will be empowered to work directly with individuals across all departments, fostering cross-functional collaboration and a holistic understanding of the business.
• The position is classified as L70 on Monzo's Engineering Progression Framework, signifying a senior leadership role within the engineering organization.
• You will be responsible for ensuring the platform solutions meet the needs of a growing business, accelerate the productivity of human specialists, and maintain cost-efficiency.
• The role requires a deep curiosity about systems, an ability to investigate complex issues, and a solid understanding of how distributed applications fail and scale.
• You will contribute to building and protecting a product that you and millions of others use daily, making a tangible impact on people's financial lives.
• The role is remote-friendly within the UK, with occasional travel to London for essential meetings.
• You will be part of a team that values innovation, collaboration, and a customer-first mindset.
• This is an opportunity to shape the future of customer operations through cutting-edge technology and intelligent automation.

🎯 Requirements

• Significant professional experience in software engineering, demonstrated by writing, testing, and deploying robust backend services using strongly typed languages (e.g., Go).
• Experience in solving human + tech problems at scale, with a focus on AI-driven solutions or co-pilot functionalities.
• Deep curiosity about systems, with a proven ability to investigate complex issues and understand the failure modes and scaling characteristics of modern distributed applications.
• Proven track record of technical leadership, architectural design, and mentoring engineers, ideally within a consumer-facing product environment.
• Experience working on backend systems, data-intensive systems, or real-world ML deployments.
• Comfort working in a fast-paced environment with ambiguity, and experience in helping teams navigate evolving requirements and resolve uncertainty.

🏖️ Benefits

• Competitive salary (£135,000 - £184,000) plus share options.
• Relocation assistance for candidates moving to the UK and visa sponsorship available.
• Flexible working hours and a trust-based approach to working hours, allowing for work-life balance.
• £1,000 annual learning budget for books, training courses, and conferences.
• Setup support for working from home, including Macbooks and additional support for remote setups.
• Comprehensive list of other benefits available, detailed on the Monzo careers page.

Skills & Technologies

React

Cassandra

AWS

GCP

Senior

Remote

£135k-184k

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Monzo Bank Limited

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About Monzo Bank Limited

Monzo Bank Limited is a UK-regulated digital bank offering personal, joint, and business accounts, savings, loans, overdrafts, and mortgages via a mobile-first platform. Licensed by the PRA and FCA, it provides real-time spending notifications, budgeting tools, and fee-free foreign transactions. Founded in 2015 as Mondo, it rebranded in 2016 and serves over nine million customers.

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