M
Senior Lead Product Designer, Operations
Contract type
Ongoing
Work mode
Hybrid · London, United Kingdom
Experience
Lead / principal · Not stated
Level inferred from job title
Job description
A senior product designer role in Monzo's Operations Collective, designing end-to-end customer support and help experiences across app, phone and human support, including AI-enabled and internal tooling.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Hybrid · London, United Kingdom
- Pay
- GBP 110,000 – 125,000 / year
What you'll do
- Embed 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
- Lead large, end-to-end design initiatives across ambiguous problem spaces, spanning AI-enabled help experiences, internal tooling, and operational workflows
- Design with a service mindset, understanding what happens beyond the interface and shaping the real-world impact of design decisions
- Design across touchpoints; from the app, to the phone, to human support
- Navigate tradeoffs and guide strategic decisions in an opinionated way
- Coach the other Ops Collective designers by helping them embed the vision in their work, running design crits and supporting them to shape their work
- Raise the bar for design craft and product excellence at Monzo
- Partner with cross-functional leaders to define and execute product strategies that translate into actionable plans
- Proactively address systemic challenges, reduce complexity, and create better conditions for teams to deliver impactful work
- Act as a visible ambassador for Design, sharing work and its impact across the company
- Mentor and level up designers across the discipline
What we're looking for
- Expert in craft, with deep expertise in a specific design discipline and strong foundational skills across all areas of product design
- Comfortable designing for AI and automation-enabled environments
- Experience working on complex service ecosystems, where digital products connect to real-world operations, people, or logistics
- Passionate about improving how humans and technology work together
- Proven track record of delivering high-impact design work that drives customer outcomes, influences company metrics, and achieves commercial goals
- Excellent visual, UI and interaction skills, and the ability to think through complex interaction design
- Thrive in ambiguity, leading teams to deliver in complex, fast-changing environments while maintaining a high bar for quality
- Strategic thinker who can shape product direction across multiple areas and translate organisational goals into clear, actionable plans
- Natural collaborator, skilled at working cross-functionally
- Passionate about growing and shaping the Design team, whether through hiring, onboarding, or creating resources
- Pragmatic and proactive, always looking for ways to improve Design's impact while balancing the need to get the job done
Your team
Operations Collective
The part of the Design team that designs how help and customer support works at Monzo, covering customer journeys, internal platforms, routing, and the systems, tools, and people behind the scenes.
Benefits
- £110,000 - £125,000 + Stock Options
- London office or distributed working within the UK (with ad hoc meetings in London)
- Flexible working hours
- £1,000 learning budget each year for books, training courses and conferences
- Work-from-home setup; Macbooks for all employees and extra support for fully remote workers
How to get hired
- 130-minute call with our Recruiter, Tom
- 21-hour craft interview where you'll present a single case study to 2 members of our Design team
- 32 x 45-minute interviews covering Leadership & Values and Strategy & Impact
Apply
About Monzo
We're a bank that feels human, not just functional
Monzo is a bank whose product is its personality, blending research, empathy, and craft to turn everyday interactions into memorable experiences.
Mission
We're on a mission to make money work for everyone
Key facts
- Design team of 100+ designers, researchers, and brand experts led by Chief Design Officer Vuokko Aro
- Product Design makes up almost half of the design disciplines
- We'll help you relocate to the UK and can sponsor your visa