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Salary: GBP 68,400 - 89,575 / annual
Monzo is building Ops Labs, a small, high-impact team focused on incubating, testing, and scaling new ideas that improve customer experience and create enterprise value. This role sits at the intersection of strategy, operations, data, and experimentation.
You will take ideas from concept to reality—rapidly testing hypotheses, learning what works and what doesn't, and turning the best ideas into scalable solutions across Operations. Many ideas will emerge from strategy work, customer insights, and experience gaps. Your job is to translate them into tangible experiments, validate their impact, and help scale the ones that meaningfully improve customer outcomes, reduce cost, or unlock new value.
Key responsibilities include:
- Turning ideas into real-world experiments: Take ideas from strategy and customer insights and translate them into testable hypotheses. Design and execute experiments end-to-end—from scoping and setup to execution, measurement, and readout—with a strong bias toward action and speed.
- Incubating high-potential opportunities: Identify and develop early-stage ideas that could significantly improve customer experience, reduce operational demand, or create commercial value. This could include rethinking service models, testing new ways to deliver support, or exploring entirely new capabilities within Ops.
- Scaling successful experiments into production: Work closely with product, engineering, data science, and operations teams to take successful pilots and scale them. Ensure a clear path from experiment to validated impact to operational or product integration.
- Advancing customer experience innovation: Reimagine how Monzo delivers goodwill and recovers from poor experiences—testing new approaches that improve customer trust while being sustainable and scalable.
- Creating strong feedback loops: Partner closely with Customer Experience, Data Science, and Insights teams to ensure experiments are informed by real customer pain points and that impact is rigorously tracked (CSAT, complaints, engagement).
- Measuring impact and building the case for change: Define clear success metrics for experiments, track outcomes, and communicate results clearly. Build compelling cases to scale, iterate, or stop initiatives based on evidence.
- Working hands-on with frontline operations: Collaborate closely with Customer Operations to test ideas in real environments. Use their feedback to refine experiments and ensure solutions are practical and scalable.
- Paving the way for a bigger experimentation engine: Depending on success, scale the team to make the remit bigger and accelerate commercial opportunities.
This is a zero-to-one role. You'll need to be comfortable operating with high ambiguity, building structure where none exists, and working hands-on to bring ideas to life.
Requirements:
- Experience in strategy, product, operations, or a similar role, with a track record of taking ideas from concept to execution
- Highly comfortable with ambiguity and enjoy building from zero to one
- Strong problem-solving skills and ability to structure and break down complex, unclear problems
- Bias to action and comfort testing ideas quickly rather than over-optimizing upfront
- Analytical mindset with ability to define success metrics, interpret results, and make data-informed decisions
- Strong communication skills, able to clearly articulate ideas, experiments, and outcomes to different audiences
- Collaborative approach and ability to work effectively across functions (Ops, Product, Data, Engineering)
- Pragmatic and outcome-focused, balancing speed with quality and impact
- Curious about customer experience and motivated to improve it in meaningful ways
Bonus experience:
- Running experiments (A/B testing, pilots, operational trials)
- Working on zero-to-one products, services, or initiatives
- Operations, customer support, or service design background
- Working closely with data science or analytics teams
- Experience in high-growth or fast-changing environments
