Operations Strategy Associate (Customer Experience)

📍London | 💰£41,300 - £52,250 + Incentive Awards tied to your performance + Benefits  ✨

⭐ Strategy & Transformation team

We’re looking for an Operations Strategy Associate to team up directly with our Strategy & Commercial Lead. In this role you’ll be right in the thick of it, helping to solve and drive some of the highest priority challenges across our entire Operations organisation.

This is a highly dynamic, broad role where you’ll pivot daily between big picture thinking and hands on execution. You will move fluidly between taking messy, ambiguous operational challenges, applying structured thinking, and building data backed business cases. As the organisational glue across the business, you will keep high priority projects moving forward through sharp coordination, while connecting the dots between different teams and communicating complex ideas with absolute clarity. You will also leverage AI tools and automation processes. 

Ultimately, you are someone who thrives on variety and action. One day you might be deep in data figuring out how to optimise a complex process, and the next, you'll be aligning multiple cross functional teams to launch a critical operational change.  

🔑 You’ll play a key role by...

• Helping run the Operations Scaling Plan (transformation programme) and the main forums that support it, including preparing materials, tracking actions, surfacing risks and dependencies, and bringing clarity and structure to complex cross-functional work
• Working through important questions for Ops, such as how we scale support more efficiently, where Ops can create broader enterprise value, and how our operating model should evolve
• Building business cases and recommendations for new ideas, changes and opportunities, from improving service models and simplifying journeys to exploring bigger product opportunities
• Taking ownership of initiatives or problem statements end-to-end, whether that is an operational improvement we can implement quickly, a focused research project, or a bigger idea that needs shaping
• Monitoring external trends, competitor approaches and wider industry developments that could shape how Operations evolves
• Working across the wider team when needed, helping make sure what we learn from customer insight and experience is translated into clearer priorities, actions and recommendations. 
• Staying close to the reality of the customer and COp experience to help spot problems early and ground the team’s work in what is actually happening
• Utilising AI to support with automation of processes, removing the need for manual input

🤩 We’d love to hear from you if…

• Prior experience as a Junior Strategy Consultant, Strategy Associate or equivelent. 
• Experience in a high-growth company or similarly fast-changing environment 
• You have experience in strategy, product, data/analytics or a similar role, with a track record of solving complex problems in a fast moving environment
• You don't just execute tasks; you see the macro view, connect the dots, and actively shape the roadmap for our long term success.
• Are comfortable working in ambiguity, and are good at bringing clarity and structure to messy problems
• A clear and structured thinker, able to zoom out to the bigger picture while also getting into the detail when needed
• Experience working closely with product, engineering, data or customer-facing teams would be advantageous 
• You bring an AI mindset, instinctively finding ways to automate data synthesis so you can spend your energy on high impact strategy.
• A strong communicator and can turn scattered inputs into clear outputs and recommendations
• Analytical and comfortable using data, performance insight and logic to support good decisions
• A relentlessly curious problem solver who naturally challenges the status quo, digs deep to find the 'why,' and uses hard data to back up their intuition.
• You are good at building relationships, working across teams, and driving progress without direct authority
• You are comfortable both owning some work end-to-end yourself and working closely with others on more collaborative, cross-functional problems
• You combine strong logic, sound judgement and a bias to action
• Experience working on zero-to-one ideas, products or projects would be
• Experience working on transformation programmes would be advantageous 

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

🙌 What’s in it for you

💰 £41,300 - £52,250➕Incentive Awards tied to your performance.

📚 £1,000 learning budget each year to use on books, training courses and conferences.

🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. 

➕ Plus lots more! Read our full list of benefits.

🌈 The application journey has 3 key steps

- Recruiter Call (30 minutes)

- Take Home Task

- Final Stage interview (60 minutes)

This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible! 

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.