[Hiring] Vulnerability, Accessibility & Inclusion Lead @Monzo

Role Description

This role is a 13 month secondment to cover caregiver leave within our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) team in Customer Operations.

As our VAIB Strategy Lead, you’ll:

• Set direction within your area of expertise and turn VAIB priorities into sustainable, well-governed improvements across Monzo.
• Bring together regulatory requirements, customer insight, data and operational experience to understand where change is needed.
• Work closely with Strategy Managers and Analysts, Operations leaders, Product, Risk, Compliance, Data, Engineering and teams across Monzo.
• Lead the development, integration and embedment of VAIB strategies, standards and regulatory expectations across Monzo’s products, customer journeys and operational processes.
• Assess our products, services and customer support against relevant legal, regulatory and industry standards, identifying gaps, risks and opportunities.
• Act as a senior subject matter expert on complex vulnerability, accessibility, inclusion and bereavement issues.
• Work closely with first and second line Risk and Compliance teams to understand regulatory expectations and strengthen governance and controls.
• Set clear expectations and measures for customer outcomes using data and insight.
• Work closely with Operations and Senior Operations leaders to improve customer support pathways, service standards and outcomes.
• Use complaints, customer insight, operational data and other relevant information to identify systemic barriers or poorer outcomes.
• Provide strategic direction on customer communications linked to VAIB.

Qualifications

• Deep expertise in vulnerability, accessibility, inclusion and bereavement.
• Strong knowledge of legal, regulatory and industry standards relevant to VAIB, such as FG21, Consumer Duty, the Equality Act 2010, WCAG and the European Accessibility Act.
• Experience developing and embedding strategy at scale.
• Comfortable working with Risk and Compliance teams.
• Ability to provide credible challenge and influence senior stakeholders.
• Experience using customer and operational insight to identify systemic issues.
• Ability to work effectively across different teams and disciplines.
• Enjoy sharing your expertise and helping others build their capability.
• Excited about Monzo's mission to make money work for everyone.

Requirements

• Experience in identifying and reducing barriers that can prevent people from accessing products and services.
• Experience in identifying and managing risks, controls, governance requirements or remediation activity.
• Ability to work effectively across different teams and disciplines.

Benefits

• £68,400-86,550 + Incentive Awards tied to your performance.
• Flexible working hours.
• Setup to work from home with provided Macbooks and additional support for remote setup.
• Plus lots more!