Lead Disputes Analyst New Remote (UK)

We're on a mission to make money work for everyone.

We're waving goodbye to the complicated and confusing ways of traditional banking.

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 ️

We're looking for a brilliant Disputes Subject Matter Expert to drive forward our strategy for Monzo. You'll be the Disputes Lead in a cross-functional team that builds and iterates controls to maximise how we manage Disputes Risk, while delivering best in class customer experience.

We need someone who really understands the disputes domain, including deep technical expertise (e.g. relevant to the card scheme rules), and has a data-led approach to overcoming challenges, and in ensuring we have effective and efficient systems and controls in place to manage the risk(s) associated with disputes. You'll be an exceptional stakeholder manager, bringing others along on a journey to deliver huge impact.

We're in the process of revamping how we think about disputes here at Monzo, supported by our recently founded Disputes Product Squad - you should know we do things a little differently here, you'll work in a team with dedicated engineers, data scientists and operational experts, helping us to take a cross-functional approach, together as one team.

• Leading on implementing our Disputes Strategy across the Monzo, especially as it develops new products and expands to new markets
• Developing strategic relationships with operations, product owners and senior management to provide expert disputes knowledge and help define business requirements
• Suggesting, developing, implementing and monitoring industry leading disputes capabilities alongside data scientists, machine learning experts, product management and engineers across multiple teams
• Providing expert knowledge to support the development of disputes systems to effectively manage risks in multiple jurisdictions
• Building a close relationship with our dispute operations teams, ensuring sufficient communication and knowledge sharing on risks
• Defining and interpreting key measures and metrics on the performance of key systems and reporting this to relevant committees on an ongoing basis
• Identifying the highest priority issues or problem areas and working with other members of the Fraud & Disputes Team to drive forward solutions.
• Participating in external working groups focusing on disputes to gather additional insights.
• Significant experience in a Risk, Product, or Business Analyst role.
• You have successfully led improvements to operational systems.
• You have a background in Disputes, Fraud or Payments.
• You excel in a fast-paced, high-volume environment and can thrive in situations with ambiguity.
• You have proficiency in SQL, Looker, with BigQuery experience being a strong bonus.
• You are adept at using data to identify patterns, draw conclusions, and make recommendations to enhance our Disputes Management capabilities.
• You can present ideas and data clearly across the organisation.
• You understand and can articulate disputes risk throughout the business.
• You can explain processes and complex technical requirements to software engineering teams.
• You feel comfortable working with product managers, engineers, and data scientists to identify operational needs.
• You are proactive and eager to drive initiatives forward independently.
• You are well-organised,able to perform under pressure and meet tight deadlines.

What's in it for you

This role can be distributed within the UK, with occasional travel required to the London office.

We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.

£1,000 learning budget each year to use on books, training courses and conferences.

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.

The application journey has 3 key steps

• Intro call with a member of the hiring team
• Initial call with the hiring manager
• 2-part Technical and Stakeholder interview with members from the wider team

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo You can read them here.

You'll hear from us throughout the application process, but if you've got any questions, please reach out to You can also use this email address to let us know if there's anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

We'll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don't miss out.

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we're making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we're embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog , 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We're an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage

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