VAIB Strategy Manager

🚀 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…

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 proportionate outcomes.
• Lead Through Change: Own and cascade crucial business communications and leadership updates, effectively supporting stakeholders through process changes while identifying emerging opportunities for continuous improvement.

🤩 We’d love to hear from you if…

• You have deep subject matter expertise in vulnerability, accessibility, inclusion, and bereavement (VAIB), applying key legal and industry standards (e.g., Consumer Duty, Equality Act, WCAG) to proactively reduce barriers and champion exceptional customer outcomes.
• You are a values-driven leader with a proven track record of building motivated, high-performing teams through coaching, clear feedback, and a strong commitment to continuous professional development for both yourself and your team.
• You are highly organised and adaptable, with the ability to manage competing priorities, allocate team capacity, and translate strategic goals into structured programs of work that are successfully delivered and monitored.
• You can interpret customer insights and operational data to make evidence-based recommendations and sound decisions, particularly when navigating complex or ambiguous regulatory and operational challenges.
• You have a strong grasp of risk, governance, and control environments, paired with excellent communication skills to influence stakeholders, manage formal actions, and confidently guide your team through organisational change.

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!