Vulnerability Strategy Manager

Job description

🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as  personal and business bank accounts, we offer joint accounts , accounts for 16-17 year olds , a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save , invest and  combine their pensions with us. 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 ❤️ 📍London/Cardiff/UK Remote | 💰£51,200-64,700 + equity + Incentive Awards tied to your performance + Benefits   ✨ Our VAIB team⭐ Making money work for everyone is what we do at Monzo, but it only counts if it works for the people who need support the most. Our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) team is dedicated to breaking down barriers across the bank. We make sure that whether a customer is vulnerable, disabled, excluded, or experiencing a bereavement, they get a product and a service that is empathetic, accessible, and built entirely with them in mind. 🔑You’ll play a key role by… As VAIB Strategy Manager at Monzo, you will lead and develop a high-performing team of Strategy Analysts dedicated to improving vulnerability, accessibility, inclusion, and bereavement outcomes. You will act as the bridge between overarching strategy and execution, translating business priorities into data-driven programs that deliver exceptional customer experiences. By collaborating closely with cross-functional stakeholders, you will ensure VAIB considerations are deeply embedded into all products and services while maintaining strict regulatory compliance and governance. Ultimately, you will balance empathetic people leadership with rigorous operational discipline to continuously identify emerging opportunities and drive meaningful change for our customers. • Lead and Develop Talent: Coach and build a high-performing, engaged team of Strategy Analysts, driving recruitment, knowledge-sharing, and a culture of accountability that aligns with Monzo’s core values. • Drive Strategy and Delivery: Translate VAIB priorities into clear, actionable projects and oversee the implementation of customer-centric treatment strategies, expertly balancing team capacity with strategic and regulatory demands. • Leverage Data for Improvement: Monitor customer journeys and performance metrics, utilizing both quantitative and qualitative insights to identify emerging trends, resolve gaps, and make evidence-led recommendations with Strategy Leads. • Champion Cross-Functional Collaboration: Partner seamlessly across Operations, Product, Risk, Data, and Engineering to ensure VAIB considerations are deeply embedded into wider business initiatives and customer touchpoints. • Manage Risk and Governance: Work closely with Risk and Compliance partners to design, document, and operate robust controls, ensuring all team activities strictly adhere to internal governance and external regulatory expectations. • Resolve Complex Escalations: Act as the primary escalation point for complex customer, operational, or regulatory issues, guiding the team through ambiguity to reach appropriate and proportiona