Strategic Innovation Lead, Operations

Monzo Bank

. Translate ideas from strategy, customer insights, and experience gaps into testable hypotheses .

Posted 9/24/2026full-timeRemote • United KingdomSenior💰 £68,400 - £89,575 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and executing experiments to enhance customer experience and operational efficiency, with a strong focus on data analysis and collaboration across multiple teams. Proven ability to translate strategic insights into actionable initiatives while effectively communicating results and scaling successful solutions.

Highest-signal resume keywords

Experiment Design and ExecutionData Analysis and InterpretationCross-Functional CollaborationCustomer Experience ImprovementProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

A/B TestingOperational TrialsSuccess Metrics DefinitionData-Informed Decision MakingService Design

Soft Skills

Strong Communication SkillsCuriosity About Customer ExperiencePragmatic ApproachBias to Action

Industry Keywords

Customer InsightsOperational Demand ReductionHigh-Growth EnvironmentZero-to-One ProductsCommercial Value Creation

About the role

Key responsibilities & impact

Translate ideas from strategy, customer insights, and experience gaps into testable hypotheses
Design and execute experiments end-to-end, including scoping, setup, execution, measurement, and readout
Identify and develop early-stage opportunities to improve customer experience, reduce operational demand, or create commercial value
Rethink service models and test new support approaches or capabilities within Operations
Partner with Product, Engineering, Data Science, Operations, Customer Experience, and Insights teams
Scale successful pilots into operational or product integration
Test new approaches to goodwill and recovery from poor customer experiences
Track impacts such as CSAT, complaints, demand reduction, cost, and engagement
Collaborate with frontline operations to test and refine practical, scalable solutions
Communicate experiment results and build evidence-based cases to scale, iterate, or stop initiatives
Help grow the experimentation engine and accelerate commercial opportunities

Requirements

What you’ll need

Experience in strategy, product, operations, or a similar role
Track record of taking ideas from concept to execution
Comfort with ambiguity and building from zero to one
Strong problem-solving skills
Ability to structure and break down complex, unclear problems
Bias to action and comfort testing ideas quickly
Analytical ability to define success metrics, interpret results, and make data-informed decisions
Strong communication skills
Ability to work collaboratively across Operations, Product, Data, and Engineering
Pragmatic and outcome-focused approach
Curiosity about customer experience and motivation to improve it
Experience running experiments, such as A/B testing, pilots, or operational trials, is a bonus
Experience with zero-to-one products, services, or initiatives is a bonus
Experience in operations, customer support, or service design is a bonus
Experience working closely with data science or analytics teams is a bonus
Experience in a high-growth or fast-changing environment is a bonus
Must work 40 hours per week, Monday–Friday, between core hours of 8am–6pm
Role is within the UK; Monzo cannot sponsor visas for this role

Benefits

Comp & perks

Incentive Awards tied to your performance
Work-from-home setup provided
MacBook provided to all employees
Extra support for fully remote workers’ work-from-home setup
Additional benefits listed on Monzo’s careers benefits page