Strategic Innovation Lead, Operations

📍UK Remote | 💰£68,400 to £89,575 + Incentive Awards tied to your performance + Benefits  ✨

We’re building Ops Labs: a small, high-impact team focused on incubating, testing and scaling new ideas that improve customer experience and create enterprise value for Monzo.

This role sits at the intersection of strategy, operations, data and experimentation. You’ll 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 of these ideas will come from our strategy work, customer insight, and experience gaps. Your job is to turn them into tangible experiments, validate their impact, and help scale the ones that meaningfully improve customer outcomes, reduce cost, or unlock new value.

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.

• Turning ideas into real-world experiments - Take ideas emerging from strategy, customer insights, and experience gaps, 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 to 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 there is a clear path from experiment → validated impact → operational or product integration.
• Advancing goodwill and customer experience innovation - Reimagine how we deliver goodwill and recover from poor experiences — testing new approaches that improve customer trust while being sustainable and scalable. Push beyond incremental fixes to meaningfully raise the bar for customer experience.
• Creating strong feedback loops with data science and CX insights - Partner closely with Customer Experience, Data Science and Insights teams to ensure experiments are informed by real customer pain points, and that we rigorously track the impact of changes (e.g. what actually improves CSAT, reduces complaints, or drives engagement).
• Measuring impact and building the case for change - Define clear success metrics for experiments (CSAT, demand reduction, cost, engagement, etc.), track outcomes, and communicate results clearly. Build compelling cases to scale, iterate, or stop initiatives based on evidence.
• Working hands-on with frontline operations (COps) - Collaborate closely with COps to test ideas in real environments. Use their feedback and expertise to refine experiments and ensure solutions are practical, scalable, and grounded in reality.
• Pave the way for building a bigger experimentation engine - Depending on how successful the experiments are, scale the team to make the remit bigger and accelerate commercial opportunities. 

• You have experience in strategy, product, operations, or a similar role, with a track record of taking ideas from concept to execution
• You are highly comfortable with ambiguity and enjoy building from zero to one
• You have strong problem-solving skills and can structure and break down complex, unclear problems
• You have a bias to action and are comfortable testing ideas quickly rather than over-optimising upfront
• You are analytical and able to define success metrics, interpret results, and make data-informed decisions
• You are a strong communicator, able to clearly articulate ideas, experiments, and outcomes to different audiences
• You are collaborative and can work effectively across functions (Ops, Product, Data, Engineering)
• You are pragmatic and outcome-focused, balancing speed with quality and impact
• You are curious about customer experience and motivated to improve it in meaningful ways

• • Experience running experiments (A/B testing, pilots, operational trials, etc.)
  • Experience working on zero-to-one products, services, or initiatives
  • Experience in operations, customer support, or service design
  • Experience working closely with data science or analytics teams
  • Experience in a high-growth or fast-changing environment.

🌈 The application journey has 4 key steps

• Application questions - We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here
• Recruiter Call - 30 mins 
• 1st stage Technical Interview - 1 hour
• and if you pass the 1st stage, a 2nd stage interview with case study.

🙌 What’s in it for you

💰 £68,400 to £89,575 + Incentive Awards tied to your performance

⏰ This role requires you to work 40 hours a week, Monday - Friday between core hours 8am - 6pm.

📍This role is within the UK - we cannot sponsor Visas for this role

🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. ➕ Plus lots more! Read our full list of benefits.

Our average process takes around 4 weeks but we'll always work around your availability. You'll have the chance to speak to our recruitment team at various points during your process, but if you do have any specific questions ahead of this please contact [email protected]

This role will close when we feel we have received enough suitable applications, so please apply early.

Good luck 🍀

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