Change & Continuous Improvement Partner, VAIB (Vulnerability, Accessibility, Inclusion and Bere ...

Change & Continuous Improvement Partner, VAIB (Vulnerability, Accessibility, Inclusion and Bereavement)

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 ️ Our mission is to make money work for everyone. Our Vulnerability, Accessibility, Inclusion & Bereavements (VAIB) team is pivotal in helping us achieve that mission.

Responsibilities

• Identify, monitor and communicate internal change that impacts VAIB.
• Serve as the point of contact for Monzo wide product & operational changes that impact VAIB, including monitoring and responses in the change channel.
• Provide VAIB inputs into annual product reviews.
• Collaborate with 1LOD and 2LOD to ensure:
• Management of the outputs of the change questionnaire in relation to VAIB; monitoring of VAIB and Vulnerable Customer Risk status.
• Maintain and adapt guidance on VAIB change considerations to empower wider team members to support vulnerable customers.
• Work closely with the External Partnerships & Engagement Manager to drive awareness and understanding in business areas of support needs through our lived experience research, identify opportunities to work with external partners to improve outcomes for customers in vulnerable circumstances, ensure findings of lived experience research are incorporated into documentation of how change proposers have considered vulnerable customers, and engage with collective governance to ensure culture of proactive engagement with the needs of vulnerable customers.
• Create VAIB Change Calendar for consistent communication of impact of change.

We'd love to hear from you if:

• You have expert vulnerability, accessibility, inclusion and bereavements knowledge - identifying and reducing barriers that might prevent people from interacting with products and services. This is essential.
• You have experience in advising on changes that impact VAIB.
• You're passionate about making money work for everyone.
• You adapt your processes to changing circumstances and value getting feedback that challenges and improves your direction.
• You lean into challenging conversations, always with a focus on making things better.
• You contribute to your team's culture, spot ways to improve processes, and proactively make them happen.
• You're excited about what we're doing in VAIB at Monzo.

What's in it for you

Salary range: £40,400 to £51,050 share options.

Flexible working hours - trust we will work 40 hours a week, Monday to Friday, with times that suit you and your team.

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

Work from home setup - all employees receive a MacBook and, for fully remote workers, additional support for work from home setup.

The application journey has 3 key steps

• 30 minute recruiter call.
• 15 minute chat with Senior Manager.
• Competency based interview.

Process should take around 2-3 weeks. If you have any queries, please email .

We'll 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