Strategic Innovation Lead, Operations

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 ❤️ 📍UK Remote | 💰£68,400 to £89,575 + Incentive Awards tied to your performance + Benefits ✨ ⭐️ Our Ops Labs Team We’re building Ops Labs: a small, high-impact team focused on incubating, testing and scaling new ideas that improve customer experience and create enterprise value for Monzo. This role sits at the intersection of strategy, operations, data and experimentation. You’ll take ideas from concept to reality - rapidly testing hypotheses, learning what works (and what doesn’t), and turning the best ideas into scalable solutions across Operations. Many of these ideas will come from our strategy work, customer insight, and experience gaps. Your job is to turn them into tangible experiments, validate their impact, and help scale the ones that meaningfully improve customer outcomes, reduce cost, or unlock new value. This is a zero-to-one role. You’ll need to be comfortable operating with high ambiguity, building structure where none exists, and working hands-on to bring ideas to life. 🔑 You’ll play a key role by... Turning ideas into real-world experiments - Take ideas emerging from strategy, customer insights, and experience gaps, and translate them into testable hypotheses. Design and execute experiments end-to-end — from scoping and setup to execution, measurement and readout — with a strong bias to action and speed. Incubating high-potential opportunities - Identify and develop early-stage ideas that could significantly improve customer experience, reduce operational demand, or create commercial value. This could include rethinking service models, testing new ways to deliver support, or exploring entirely new capabilities within Ops. Scaling successful experiments into production - Work closely with product, engineering, data science and operations teams to take successful pilots and scale them. Ensure there is a clear path from experiment → validated impact → operational or product integration. Advancing goodwill and customer experience innovation - Reimagine how we deliver goodwill and recover from poor experiences — testing new approaches that improve customer trust while being sustainable and scalable. Push beyond incremental fixes to meaningfully raise the bar for customer experience. Creating strong feedback loops with data science and CX insights - Partner closely with Customer Experience, Data Science and Insights teams to ensure experiments are informed by real customer pain points, and that we rigorously track the impact of changes (e.g. what actually improves CSAT, reduces complaints, or drives engagement). Measuring impact and building the case for change - Define clear success metrics for experiments (CSAT, demand reduction, cost, engag