The opportunity
🚀 We’re on a mission to make money work for everyone.
What you'll do
Leading the development, integration and embedment of VAIB strategies,: standards and regulatory expectations across Monzo’s products, customer journeys and operational processes. Turning the strategy into clear roadmaps, outcomes and priorities, giving strategic direction to the teams responsible for delivering them.
Assessing our products, services and customer support against relevant legal,: regulatory and industry standards, identifying gaps, risks and opportunities and driving improvements. As well as horizon scanning, regulatory analysis and gap assessments, turning emerging legal, regulatory and industry developments into practical recommendations for Monzo.
Acting as a senior subject matter expert on complex vulnerability,: accessibility, inclusion and bereavement issues, including situations where there isn’t an established answer, whilst building VAIB capability across Monzo by sharing your expertise, coaching colleagues and supporting the development of Strategy Managers and Analysts.
Working closely with first and second line Risk and Compliance teams to: understand regulatory expectations, strengthen governance and controls, and make sure VAIB risks are identified and managed appropriately. Whilst taking ownership of significant VAIB risks, controls, formal actions or remediation programmes where needed, making sure activity is delivered to the right standard.
Setting clear expectations and measures for customer outcomes, using data and: insight to understand whether our strategies and standards are working and where our approach needs to change.
Work closely with Operations and Senior Operations leaders to improve: customer support pathways, service standards and outcomes, constructively challenging where performance or strategic alignment falls short.
What they're looking for
- Using complaints, customer insight, operational data and other relevant: information to identify systemic barriers or poorer outcomes and turn those findings into strategic action.
- Working with Product, Operations, Risk, Compliance and other teams to make: sure VAIB priorities are understood and embedded in the way we design, deliver and improve products and services.
- Providing strategic direction on customer communications linked to VAIB,: helping make sure information is clear, accessible, accurate and consistent with our approach.
- You have deep expertise in vulnerability, accessibility, inclusion and: bereavement, and understand how to identify and reduce barriers that can prevent people from accessing products and services.
