Strategic Innovation Lead, Operations

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Transform strategic ideas, customer insights, and experience gaps into testable hypotheses.

• Plan and implement experiments from start to finish, covering scoping, setup, execution, measurement, and analysis.

• Discover and cultivate early-stage opportunities that enhance customer experience, alleviate operational demand, or generate commercial value.

• Reevaluate service models and experiment with new support methods or capabilities within Operations.

• Collaborate with teams across Product, Engineering, Data Science, Operations, Customer Experience, and Insights.

• Expand successful pilot projects into operational or product integrations.

• Explore innovative methods for goodwill and recovery following unsatisfactory customer experiences.

• Monitor impacts such as CSAT, complaints, demand reduction, costs, and engagement.

• Work alongside frontline operations to test and refine practical, scalable solutions.

• Present experiment outcomes and develop evidence-based arguments for scaling, iterating, or terminating initiatives.

• Contribute to the growth of the experimentation engine and expedite commercial opportunities.

⛳️ Requirements

• Proven experience in strategy, product, operations, or a related field.

• Demonstrated success in transitioning ideas from concept to execution.

• Comfort with ambiguity and the ability to build from the ground up.

• Excellent problem-solving abilities.

• Proficient in structuring and deconstructing complex, unclear challenges.

• Action-oriented mindset with a willingness to quickly test ideas.

• Analytical skills to define success metrics, interpret results, and make data-driven decisions.

• Strong communication capabilities.

• Ability to collaborate effectively across Operations, Product, Data, and Engineering teams.

• Practical and outcome-driven approach.

• Genuine curiosity about customer experience with a desire to enhance it.

• Experience running experiments, such as A/B testing, pilots, or operational trials, is advantageous.

• Background in zero-to-one products, services, or initiatives is beneficial.

• Experience in operations, customer support, or service design is a plus.

• Familiarity with data science or analytics teams is a bonus.

• Experience in a high-growth or rapidly changing environment is an asset.

• Commitment to working 40 hours per week, Monday to Friday, during core hours of 8am to 6pm.

• This role is located in the UK; Monzo is unable to sponsor visas for this position.

🏝️ Benefits

• Performance-based Incentive Awards.

• Provision of a work-from-home setup.

• All employees receive a MacBook.

• Additional support for fully remote workers’ home office setups.

• Further benefits detailed on Monzo’s career benefits page.