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Lead Product Manager, Operations & AI

Monzo Bank


Posted 4 weeks ago

Join Monzo's quest to revolutionize banking with innovative, customer-focused products


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£115000 - £140000

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Expires at anytime

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Visa sponsor - UK

Organisation summary

Monzo is a pioneering challenger bank on a mission to transform the banking industry. With a vibrant culture, our customer-centric approach is embodied in user-friendly features like early salary access and educational initiatives. We're dedicated to solving real problems and positively changing lives, rather than just selling products. Our dynamic team is growing and looking for passionate individuals to join us in making a global impact.

Role Summary

  • Lead the development of a product area with autonomy and a focus on impactful customer experiences.
  • Collaborate with a multi-disciplinary team to set and achieve ambitious goals.
  • Improve customer support and satisfaction through innovative tech solutions.
  • Strategize and implement Generative AI tools to enhance in-app experiences and support systems.
  • Drive efficiency and satisfaction in customer operations.

Role Requirements

  • Experience in shipping world-class products in a fast-paced environment.
  • Customer-focused mindset with a passion for building value.
  • Data-driven approach with a commitment to continuous improvement.
  • Collaborative spirit, working well within a technical team.
  • Eagerness to learn and share knowledge daily.
  • Enthusiasm for Monzo's vision and goals.

Application Process Details

  • Initial recruiter call.
  • Call with the hiring manager.
  • Final loop with three hour-long interviews covering project walkthrough, case study, and leadership.

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

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

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 ❤️

Hear from our team about what it's like working at Monzo

📍London or Remote (UK) | 💰 £115,000 to £140,000 +Benefits | Product at Monzo

Product at Monzo 

We’re looking for a Lead Product Manager to join our team and help us build one of the best, most innovative banks in the world.

Monzo is the lead challenger bank in the UK with a mission to Make Money Work for Everyone. In the last few years we’ve built a banking app with extremely high daily engagement and an NPS that’s consistently above 70. More than 10% of UK adults have a Monzo account already, but we have a global ambition and the opportunity to impact hundreds of millions - perhaps even billions - of lives. 

Product is at the heart of this ambition. As a PM you’ll lead a multi-disciplinary team to set big, ambitious goals for an entire product area, and have the freedom to decide how to meet them. You’ll operate with autonomy and have a massive impact on our customers’ lives and Monzo’s success.

About the Operations Team:

The customer Operations team provides tech-led and human support experiences for our customers. We don’t just solve customer problems - we aim to improve customer satisfaction and product engagement by providing effortless, fast, and empathetic support. 

Our Operations tech team has three focus areas:

  1. Creating in-app experiences that enable customers to solve their own problems. As well as building customer experiences ourselves, we help all product teams at Monzo build better products by developing a system of reusable components that other teams can use.
  2. Tooling that enables our ~3,500 customer support agents to give the best possible support for customers
  3. Workforce management systems that ensure our customers are connected to high-quality support as quickly as possible

⚡️ We also own Monzo’s Generative AI tools. This includes customer-facing features such as search snippets and automated chat, and internal tools such as text summarisation and data classification.

What you might be working on: 

  • Define and deliver a product strategy for embedding Generative AI at Monzo.
  • Define and deliver a product strategy for how customer support can improve product engagement, customer retention, and customer satisfaction.
  • Systems that identify and diagnose customer problems throughout the entire Monzo experience.
  • Effortless in-app customer support journeys (including automated chat) that solve our top customer problems, as well as re-usable tools that enable other teams to do the same (including help articles and workflows). Key success metrics include handling time reduction, customer self-serve rate, and customer satisfaction.
  • Reduce the workload of our Customer Operations team by making it more efficient for them to provide support. Key success metrics include resolution time per task and customer satisfaction.
  • Build systems that enable us to accurately forecast and schedule the hours of our Customer Operations team members.
  • Define and deliver on a product strategy to increase customer satisfaction metrics - including TrustPilot, AppStore ratings, NPS, and CSAT. Implement and improve sources of data where needed.

Your role:   

  • Define and deliver on a 2-3 year product strategy for your area.
  • Find the quickest path to highest impact. Set and be accountable for ambitious goals that balance improving the customer experience with enabling Monzo to scale efficiently.
  • Take ideas wherever they come from -- our job is to do the best thing, not to come up with every idea or be right all the time. It’s to find the right answer and iterate fast.
  • Communicate effectively with people of all levels of seniority. You’ll get people inspired by the product vision and you’ll share the right context with the right people at the right time.
  • Work iteratively and collaboratively with design, engineering, research, data science, compliance and many others to refine your plan and execute against it effectively.
  • Spread your knowledge and experience and mentor other product managers while also continuously learning.
  • Shape Monzo’s product strategy by sharing insights from your work.

You should apply if:

  • You’ve shipped world-class products at a fast growing company.
  • You’re passionate about building value for customers and not just achieving business results.
  • You’re data driven, passionate about metrics, and intellectually honest about how your work is performing -- and driven to continuously improve it.
  • You’re comfortable working in a deeply collaborative, highly technical team
  • You’re passionate about learning every day and sharing your knowledge and experience every day.
  • What we’re doing here at Monzo excites you!

The interview process:

Our interview process involves 4 main stages: 

  • Recruiter Call 
  • Initial Call with Hiring Manager 
  • Final Loop, consisting of x3 hour long interviews to assess Project Walkthrough, Case Study and Leadership.

Our average process takes around 5-6 weeks but we will always work around your availability. You will 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 us on [email removed - click apply for more details]

What’s in it for you:

💰 £115,000 to £140,000 ➕ plus stock options & benefits 

✈️ We can help you relocate to the UK 

✅ We can sponsor visas

📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London).

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.

📚 Learning budget of £1,000 a year for books, training courses and conferences

➕ And much more, see our full list of benefits here


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, 2022 Diversity and Inclusion Report and 2023 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.


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