Senior Lead Product Designer - Operations for FinTech

About the Role

We’re on a mission to make money work for everyone. Join us as a Senior Lead Product Designer, Operations, where you will play a pivotal role in shaping the future of our customer support experiences at Monzo. This is a unique opportunity to work remotely in the UK, leading design initiatives that impact real customer interactions.

What You'll Do

• Embed the long-term design vision for support experiences at Monzo, ensuring a seamless connection between customer-facing journeys and internal systems.
• Lead large, end-to-end design initiatives across ambiguous problem spaces, focusing on AI-enabled help experiences and operational workflows.
• Design with a service mindset, understanding the real-world impact of your design decisions beyond the interface.
• Coach and mentor other designers in the Ops Collective, fostering a culture of growth and collaboration.
• Partner with cross-functional leaders to define and execute product strategies that translate into actionable plans.
• Act as a visible ambassador for Design, sharing your work and its impact across the company.
• Proactively address systemic challenges, reducing complexity, and creating better conditions for impactful work.

Requirements

• Expertise in product design with strong foundational skills across all areas.
• Experience designing for AI and automation-enabled environments.
• Proven track record of delivering high-impact design work that drives customer outcomes.
• Excellent visual, UI, and interaction design skills.
• Ability to thrive in ambiguity and lead teams in complex, fast-changing environments.
• Strong strategic thinking skills to shape product direction across multiple areas.
• Natural collaborator, skilled at working cross-functionally to improve ways of working.

Nice to Have

• Experience in FinTech or related industries.
• Familiarity with customer support systems and tools.
• Passion for growing and shaping design teams.

What We Offer

• Competitive salary of £110,000 – £125,000.
• Relocation support to the UK and visa sponsorship available.
• Flexible working hours with the trust to manage your own schedule.
• £1,000 learning budget each year for professional development.
• Comprehensive work-from-home setup support.
• Inclusive and diverse work environment.