Strategic Innovation Lead, Operations

53 minutes ago
Full-time
Lead
Project and Program Management
Monzo

Monzo

Monzo is a digital retail bank and fintech company that provides smart banking solutions through its smartphone app. With over 8 million users, Monzo offers intelligent notifications, instant balance updates, and financial management tools to help user...

Banks
1K-5K
Founded 2015
$1100M raised

Description

  • Translate strategic ideas, customer insights, and experience gaps into testable hypotheses.
  • Design and execute experiments end-to-end, including scoping, setup, measurement, and readout.
  • Identify and incubate opportunities to improve customer experience, reduce demand, or create commercial value.
  • Partner with Product, Engineering, Data Science, Customer Experience, and Operations teams to scale successful pilots.
  • Develop new approaches to goodwill, service recovery, and customer experience innovation.
  • Define success metrics, track outcomes, and communicate evidence-based recommendations.
  • Work directly with frontline operations to test and refine practical, scalable solutions.
  • Build the foundation for a broader experimentation capability within Operations.

Requirements

  • Experience in strategy, product, operations, or a similar role taking ideas from concept through execution.
  • Comfort working with high ambiguity and building zero-to-one initiatives.
  • Strong problem-solving skills, including structuring complex and unclear problems.
  • Bias toward action and willingness to test ideas quickly.
  • Analytical ability to define metrics, interpret results, and make data-informed decisions.
  • Strong communication skills across varied audiences and functions.
  • Collaborative, pragmatic, and outcome-focused approach.
  • Curiosity about customer experience and motivation to improve it meaningfully.
  • Experience running experiments such as A/B tests, pilots, or operational trials (preferred).
  • Experience in zero-to-one initiatives, operations, customer support, service design, analytics, or high-growth environments (preferred).

Benefits

  • £68,400–£89,575 salary plus performance-linked incentive awards.
  • UK-remote working arrangement with work-from-home setup support.
  • Company-provided MacBook and additional equipment support for fully remote employees.
  • Full employee benefits package.
  • 40-hour workweek, Monday–Friday, with core hours between 8am and 6pm.
  • Inclusive equal-opportunity workplace supporting employee growth.

Interested in this position?

Apply directly on the company website

Apply Now

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