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 goals to deliver great customer outcomes through our partners. Your Day To Day

• Lead regular conversations with suppliers around process opportunities and CX insights
• Develop clear and manageable roadmaps that enable improvements to drive better customer outcomes with clear timelines and measures of success
• Monitor customer CSAT scores and feedback and help drive insight towards areas of improvement and opportunities
• Own all development opportunities and improvements through to completion within your team, providing stakeholders with key updates along the way
• Partner closely with our suppliers and role counterparts to agree on key priorities evidenced by value and impact
• Build strong relationships & regular engagement/ governance with internal stakeholders to facilitate change and great customer experience (risk, ops partners, training, QA)
• Identify where our products may be impacting positive customer outcomes and use data and insight to make recommendations for improvements
• Measure success, impact and benefits of changes being delivered and use data to quantify the impact of the change. (CSAT, QA scores, timeframes of success)
• Implement a continuous improvement cycle including retros and regular change management meetings with robust documentation
• Working with the wider supplier team, deep dive in to customer experience being delivered by our partners and drive improvements; when applicable consider how these opportunities may support Monzo’s operation overall
• Be the point of contact within the Ops supplier team for broader Monzo ops CX initiatives (QA, Tone of Voice focus etc)
• Create monthly deep dives into customer experience using all sources of data e.g CSAT, CX data and complaints to identify themes and trends on areas that are going well and areas to improve
• Partner with suppliers on their insight generation into CX performance and agree plans where required for change and support for successful delivery
• Be an advocate internally for sharing success stories of customer experience and partner with the team Engagement Manager to help share and elevate these stories
• Partner with suppliers and Monzo stakeholders to deep dive into processes and highlight opportunities for improvement
• Introduce initiatives for process improvement recommendations and fix things for our customers and COPs

You Should Apply If

• You have a deep knowledge and experience of Customer Experience and Continuous Improvement as a combined role. Preferably working in Outsourced Supplier Operations.
• You are comfortable with travel abroad to our offshore sites in South Africa and Romania (other sites may be added in future)
• You are passionate about the day to day experience of our customers and want to improve processes that just don't work
• You like to get into the detail of customer interactions; listening to calls, watching chats, facilitating calibrations to spot opportunities for us to do better
• You are comfortable coaching our partners to get it right the first time and also encourage them to speak up when they spot poor customer journeys.
• You want to ensure a great experience for our COPs, making their lives easier and ensuring they have the right tools and information to do their job
• You want to improve change governance within the supplier management team and Monzo’s wider operation
• You are comfortable working with our partners, holding them accountable for delivering successful customer outcomes and can challenge when this is not working.

🙌 What’s In It For You 💰 £48,000 - £62,000➕ share options. 📍This role will be remote based with occasional travel to London and South Africa and Romania (potential further sites to be added) ⏰ We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. 📚 £1,000 learning budget each year to use on books, training courses and conferences. 🏡 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. 🌈 The application journey has 3 key steps

• Recruiter call (30 mins)
• Initial call with Neil Kelley (30 mins)
• Values and Technical interview (60 minutes)

This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible! We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here. You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to ninaebanksmetcalfe@monzo.com. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else. We’ll close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out. #REMOTE-LI #REMOTE-NEM Equal opportunities for everyone Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2023 Diversity and Inclusion Report and 2024 Gender Pay Gap Report. We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status. If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊