Customer Operations Director
Monzo(1 month ago)
About this role
The Customer Operations Director at Monzo will lead the design, delivery, and scaling of the customer operations function for personal banking customers, ensuring frictionless, compliant, and high-impact service experiences. The role oversees customer operations, change, and continuous improvement teams, driving efficiency, regulatory excellence, and innovation while building strong stakeholder and third-party partnerships. The director will engage with senior leadership and external industry bodies to mature processes, controls, and operational capabilities as the business grows.
Required Skills
- Customer Operations
- Strategy
- Multi-Channel
- Continuous Improvement
- People Leadership
- Change Management
- Risk Management
- Regulatory Compliance
- Stakeholder Management
- Partnerships
+10 more
About Monzo
monzo.comMonzo is an app-first UK challenger bank (founded 2015) focused on "making money work for everyone." It offers free UK current accounts — personal, joint and business — plus in-app tools to organise, save and invest, with features like budgeting, Pots, instant spending notifications and card controls. Monzo also provides credit products and business services, and emphasizes a clean mobile experience, transparency and community-driven product development. Headquartered in London, it’s known for fast onboarding and strong customer support.
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