Senior Lead Product Designer, Operations

Monzoreferrals · Cardiffsenior

In short

▸Diseñador líder de producto para experiencias de soporte operativo en Monzo, enfocado en diseño de sistemas, IA y flujo humano-tecnológico.
▸Trabajas en conjunto con equipos de producto, ingeniería y operaciones para crear experiencias de ayuda escalables, eficientes y humanas.
▸Destaca por liderar iniciativas complejas con impacto orgánico, mentorar a otros diseñadores y ser voz visible del diseño en la empresa.

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What they ask for

✓Experiencia avanzada en diseño de productos con enfoque en sistemas y operaciones.
✓Habilidad para liderar proyectos end-to-end en entornos ambiguos y complejos.
✓Compromiso con el diseño centrado en el servicio y la empatía real con usuarios y agentes.
✓Capacidad demostrada de guiar estrategia y toma de decisiones con visión clara.
✓Experiencia en diseño de experiencias con IA, automatización y herramientas internas.
✓Habilidad para mentorizar, criticar y elevar el nivel de diseño en equipos.

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Product DesignUser ResearchDesign SystemsAI-Enabled ExperiencesInternal ToolingOperational WorkflowsCustomer JourneysService DesignCross-Functional CollaborationDesign Crits

Who should you write to at Monzoreferrals?

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📍London or UK Remote | 💰£110,000 - £125,000 + Stock Options + Benefits | Hear from the team ✨ ⭐Our Design team We’re a team of 100+ designers, researchers, and brand experts led by Chief Design Officer Vuokko Aro. We’re on a mission to make money work for everyone. Product Design makes up almost half of our design disciplines, working in tight-knit squads alongside research, product, and engineering to solve real customer problems at scale. We design for the "magic moments" We’ve built a bank that feels human, not just functional. Our product is our personality. We blend research, empathy, and craft to turn everyday interactions into memorable experiences. Right now, we’re growing fast and looking for passionate designers to shape Monzo’s future and there’s a huge opportunity to make your mark. The Operations Collective is where we design how help and customer support works at Monzo. We think holistically about the experience of getting support as a customer, and how that connects to the systems, tools, and people behind the scenes. We’re focused on delivering effortless, tech-led support experiences that can scale as Monzo grows. That means understanding customer problems deeply, preventing support needs where possible, solving issues at their source within the product, and designing seamless journeys whether customers self-serve or speak to a customer support agent. AI and automation play a central role, empowering customers to resolve simpler issues independently, and equipping our operations teams with intelligent tools to handle more complex cases with confidence and speed. We design across the full ecosystem: customer journeys, internal platforms, routing, and the foundations that enable us to scale safely. There’s a real opportunity to shape how help works across Monzo, end to end. 🔑You’ll play a key role by... • Embedding the long-term design vision for support experiences at Monzo, shaping how customer-facing journeys, internal systems, and human service connect into one coherent ecosystem. • Leading large, end-to-end design initiatives across ambiguous problem spaces, spanning AI-enabled help experiences, internal tooling, and operational workflows. • Designing with a service mindset, understanding what happens beyond the interface and shaping the real-world impact of your design decisions. • Designing across touchpoints; from the app, to the phone, to human support. • Navigating tradeoffs and guiding strategic decisions in an opinionated way. • Coaching the other Ops Collective designers by helping them to embed the vision in their work, running design crits and supporting them to shape their work. • Continuing to raise the bar for design craft and product excellence at Monzo, ensuring your work is a benchmark for quality and innovation across the organisation and our industry. • Partnering with cross-functional leaders to define and execute product strategies that translate into actionable plans you help build and ship. • Proactively addressing systemic challenges, reducing complexity, and creating better conditions for teams to deliver impactful work. • Acting as a visible ambassador for Design, sharing your work and its impact across the company to maintain Design’s place at the heart of Monzo. • Mentoring and levelling up designers across the discipline, fostering a culture of growth, collaboration, and belonging. 🤩 We’d love to hear from you if… • You’re an expert in your craft, with deep expertise in a specific design discipline and strong foundational skills ac

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