Supplier Customer Experience & Continuous Improvement Manager

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

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

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. 

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 ❤️

Hear from our UK team about what it's like working at Monzo ✨

UK Remote - Salary £48,000 to £62,000 Benefits | Hear from the team ✨

About our team 🚀

Outsourcing has grown substantially over the past 18 months in Customer Operations and we want to enhance the support for our partners and UK teams but most importantly our customers. We want to ensure our processes are supportive and able to offer the best customer experience possible and easy for our COps to use to provide this service. Understanding what drives our customer satisfaction and dissatisfaction is key to helping us continuously improve what we offer.

What you'll be doing

The Supplier CX & Continuous Improvement manager will be responsible for enhancing the customer experience delivered by our partners today including supporting our operational COps by improving the processes & tools they work with on a daily basis.

You will use all data available to you to be close to the customer experience by completing regular reviews of journeys and customer feedback to create a clear and prioritised improvement list for you and your team to work against. By working with the wider global operations team and our suppliers directly you will also support them in driving forward solutions to common problem areas in a timely fashion. You will also have a small team where you will be expected to help support, coach and develop them as their leader around shared objectives and …