Delivery is expected at every level within the pillar. In this role, most of your time will be spent in the detail of investigation and execution, understanding the operational reasons an issue needs solving and completing the work required to drive the solution forward.
You may own a defined workstream within a larger Manager-led programme or independently deliver a smaller project where the direction, scope and intended outcome are already clear.
🔑 You’ll play a key role by…
Investigation and root cause analysis
Thematic scope & root cause assessment: Investigate systemic partner-wide issues within agreed focus areas, testing hypotheses to isolate root causes from symptoms and determining whether issues are genuinely thematic or belong within specific domain ownership.
Quantitative data analysis: Analyse multi-source operational datasets—including customer outcomes, complaints, quality scores, and workflow metrics—to spot underlying trends, exceptions, and performance patterns.
Qualitative field research & journey auditing: Conduct on-site process shadowing, customer journey reviews, and direct interviews with frontline partner and Monzo teams to evaluate actual operational practices against intended process design.
Evidence synthesis & impact documentation: Triangulate quantitative and qualitative findings to identify structural drivers (tools, policy, capability, or operating model), clearly documenting root causes, customer impacts, and required next steps.
Detailed project and workstream delivery
Workstream planning & direct execution: Own the end-to-end delivery of assigned projects and workstreams, translating strategic approaches into detailed delivery plans (milestones, owners, dependencies) and actively executing hands-on tasks to drive momentum.
Cross-functional & partner alignment: Serve as the day-to-day operational contact across Global Ops, GCOO, and partner teams—leading regular working sessions, setting clear delivery expectations, and constructively challenging missed commitments.
Risk governance & record management: Proactively identify and resolve risks, issues, and dependencies early, escalating material blockers while maintaining transparent, accurate delivery records and baseline progress tracking.
Operational readiness & BAU handover: Ensure implementation readiness, monitor post-launch performance to verify intended outcomes materialise, and support stabilisation through to formal transition into business-as-usual.
Insights, recommendations and business cases
Insight synthesis & evidence auditability: Translate complex investigation findings into root-cause insights and actionable solutions, maintaining a robust evidence trail to validate strategic recommendations and decisions.
Business case & operational analysis: Author business cases for smaller initiatives and supply detailed analytical inputs—covering costs, benefits, risks, and customer impacts—for Manager-led strategic proposals.
Product & Tech process optimisation: Deliver operational analysis for Product and Technology proposals, evaluating system enhancements and process simplifications to optimise service delivery.
Leadership communications & stakeholder papers: Draft clear updates, briefing papers, and executive presentation materials to synthesise analytical data and drive leadership decision-making.
Team and portfolio contribution
Portfolio mobility & cross-functional collaboration: Partner closely with leads on strategic initiatives while retaining full ownership of assigned workstreams, flexibly deploying capacity across the portfolio as business priorities evolve.
Proactive risk & insight generation: Identify emerging risks, operational patterns, and areas for investigation, sharing key learnings to refine future program design and global estate decisions.
Pillar standards & capability development: Drive continuous improvement by establishing consistent analytical and workstream frameworks across the pillar, while proactively expanding expertise in outsourced operations, partner management, and data analytics.
Global on-site engagement: Travel periodically within the UK and internationally to support on-site investigations, partner discovery, mobilisation, transitions, and operational stabilisation.
🤩 We’d love to hear from you if…
Essential experience independently delivering defined projects or substantial workstreams from initial planning through implementation and handover.
Clear history of working directly with external partners, proving you would have the confidence to represent Monzo professionally in day to day delivery conversations.
Experience preparing delivery plans, analysis, updates, recommendations or business case content for stakeholder review.
Strong planning and organisation skills, with the ability to coordinate detailed actions, owners and dependencies while maintaining attention to quality.
Ability to travel within the UK and internationally when required. We currently have sites in India, Romania and South Africa, with plans underway for the EU.
Strong analytical skills, with the ability to find, interpret and combine data from different sources to answer business questions.
Confidence using spreadsheets, reporting tools and operational data to identify patterns, test assumptions and measure outcomes.
An investigative mindset and the curiosity to understand how work operates in practice.
Experience or confidence undertaking customer interaction shadowing, case reviews, process observation and structured conversations with frontline teams.
The ability to complete structured root cause analysis and distinguish isolated examples from wider operational or partner themes.
Strong problem solving skills, with the ability to move from an unclear issue to evidence based findings and practical proposed actions.
The ability to work independently with limited oversight while recognising when a risk, decision or dependency requires escalation.
Strong stakeholder management skills, with the confidence to coordinate activity and challenge missed commitments across different teams.
Excellent written and verbal communication skills, with the ability to make detailed or complex information clear and accessible.
Sound judgement when balancing pace, customer outcomes, quality, risk, cost and operational practicality.
Experience working in an operational, regulated or customer sensitive environment.
Adaptability and resilience, with the ability to respond constructively when priorities, plans or available information change.
A collaborative approach and willingness to support colleagues across the wider portfolio while retaining accountability for your own delivery.
Experience working with outsourced operations, suppliers or third party partners would be valuable but is not essential.
Experience within financial services, global operations, project delivery, partner mobilisation, transition or customer experience analysis would also be beneficial.
🌈 The application journey has 4 key steps
Application questions
30 minute Recruiter Call
Practical take-home task
Competency-based interview around Stakeholders and Values
🙌 What’s in it for you
💰 £41,300 – £52,250 + Incentive awards + Benefits ✨
📍Distributed working within the UK (with ad hoc meetings in London) and essential international travel to our offshore partner sites.
🏡 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! Read our full list of benefits.
Our average process takes around 4 weeks but we’ll always work around your availability. You’ll have the chance to speak to our recruitment team at various points during your process, but if you do have any specific questions ahead of this please contact 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.
Applications will close once a sufficient number of high-quality submissions are received, so early application is strongly encouraged.
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Equal opportunities for everyone
Diversity and inclusion are a priority for us and we’re making sure we have lots of support for
