Change & Continuous Improvement Partner, VAIB (Vulnerability, Accessibility, Inclusion and Bereavement)

Change & Continuous Improvement Partner, VAIB (Vulnerability, Accessibility, Inclusion and Bereavement)

We're on a mission to make money work for everyone.

We're waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We're not about selling products - we want to solve problems and change lives through Monzo.

Our VAIB team

Our mission is to make money work for everyone. Our Vulnerability, Accessibility, Inclusion & Bereavements (VAIB) team is pivotal in helping us achieve that mission.

The Change & Continuous Improvement Partner role sits within the Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team within Specialist Services in Operations. You will be responsible for driving awareness and understanding and helping business areas embed considerations of vulnerability, accessibility, inclusion & bereavements (VAIB).

You will support colleagues across Monzo to assess our current product and customer service offering against legal, regulatory and industry standards. This will include proposing ways to adapt our governance processes to ensure considerations of vulnerable customers are clearly and constantly captured. It's your role to make sure we consider the needs of all customers, and move the business towards demonstrably better outcomes for customers in vulnerable circumstances.

You'll play a key role by :

• Identify, monitoring and communication of internal change that impacts VAIB
• Being the point of contact for Monzo-wide product & operational changes in that impact VAIB, including monitoring and responses in the #vaib-change channel
• VAIB inputs into annual product reviews
• Collaborating with 1LOD and 2LOD to ensure :
• Management of the outputs of the change questionnaire in relation to VAIB
• 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
• 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
• Creation of VAIB Change Calendar for consistent communication of impact of change

We'd love to hear from you if :

What's in it for you

salary range share options.

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!

The application journey has 3 key steps

1st - 30 min Recruiter Call

2nd - 15 min chat with Senior Manager

3rd - Competency-based interview

This process should take around 2 - 3 weeks - if you have any queries, please email ninaebanksmetcalfe@monzo.com

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

We'll close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don't miss out.

Equal opportunities for everyone

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. At Monzo, we're embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

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.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage