[Hiring] Strategic Innovation Lead, Operations @Monzo

Role Description

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.

• 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.
• Scaling successful experiments into production - Work closely with product, engineering, data science and operations teams to take successful pilots and scale them.
• 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.
• 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.
• Measuring impact and building the case for change - Define clear success metrics for experiments, track outcomes, and communicate results clearly.
• Working hands-on with frontline operations (COps) - Collaborate closely with COps to test ideas in real environments.
• Pave the way for building a bigger experimentation engine - Depending on how successful the experiments are, scale the team to make the remit bigger and accelerate commercial opportunities.

Qualifications

• You have experience in strategy, product, operations, or a similar role, with a track record of taking ideas from concept to execution.
• You are highly comfortable with ambiguity and enjoy building from zero to one.
• You have strong problem-solving skills and can structure and break down complex, unclear problems.
• You have a bias to action and are comfortable testing ideas quickly rather than over-optimising upfront.
• You are analytical and able to define success metrics, interpret results, and make data-informed decisions.
• You are a strong communicator, able to clearly articulate ideas, experiments, and outcomes to different audiences.
• You are collaborative and can work effectively across functions (Ops, Product, Data, Engineering).
• You are pragmatic and outcome-focused, balancing speed with quality and impact.
• You are curious about customer experience and motivated to improve it in meaningful ways.

Requirements

• The following would be a bonus:
• Experience running experiments (A/B testing, pilots, operational trials, etc.).
• Experience working on zero-to-one products, services, or initiatives.
• Experience in operations, customer support, or service design.
• Experience working closely with data science or analytics teams.
• Experience in a high-growth or fast-changing environment.

Benefits

• £68,400 to £89,575 + Incentive Awards tied to your performance.
• This role requires you to work 40 hours a week, Monday - Friday between core hours 8am - 6pm.
• This role is within the UK - we cannot sponsor Visas for this role.
• 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!