Senior Lead Product Designer, Operations

Monzo is a bank on a mission to make money work for everyone, and they are seeking a Senior Lead Product Designer for their Operations Collective. The role involves shaping customer support experiences, leading design initiatives, and collaborating with cross-functional teams to create seamless support journeys.

Responsibilities:

• Embedding 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
• Leading large, end-to-end design initiatives across ambiguous problem spaces, spanning AI-enabled help experiences, internal tooling, and operational workflows
• Designing with a service mindset, understanding what happens beyond the interface and shaping the real-world impact of your design decisions
• Designing across touchpoints; from the app, to the phone, to human support
• Navigating tradeoffs and guiding strategic decisions in an opinionated way
• Coaching the other Ops Collective designers by helping them to embed the vision in their work, running design crits and supporting them to shape their work
• Continuing to raise the bar for design craft and product excellence at Monzo, ensuring your work is a benchmark for quality and innovation across the organisation and our industry
• Partnering with cross-functional leaders to define and execute product strategies that translate into actionable plans you help build and ship
• Proactively addressing systemic challenges, reducing complexity, and creating better conditions for teams to deliver impactful work
• Acting as a visible ambassador for Design, sharing your work and its impact across the company to maintain Design’s place at the heart of Monzo
• Mentoring and levelling up designers across the discipline, fostering a culture of growth, collaboration, and belonging