Vulnerability, Access & Inclusion Lead

at  Monzo

WE’RE ON A MISSION TO MAKE MONEY WORK FOR EVERYONE.

We’re waving goodbye to the complicated and confusing ways of traditional banking.
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 team about what it’s like working at Monzo ✨
About the role:
This role is a 12 month secondment to cover caregiver leave of our current Vulnerability, Access & Inclusion Lead.
The role supports Monzo’s mission of making money work for everyone, and will sit within the Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team within Customer Operations.
As VAIB Lead, you will be a subject matter expert, responsible for implementing our existing strategy at Monzo, driving awareness and understanding and helping business areas embed considerations of vulnerability, accessibility, inclusion & bereavements- making sure we consider the needs of all customers.
You will assess our current product and customer service offering against legal, regulatory and industry standards, and use the insights to drive improvements across the business.

What you’ll be working on:

• Managing the Vulnerability, Accessibility, Inclusion & Bereavements (VAIB) Strategy Squad (currently one direct report, an Accessibility & Inclusion Manager)
• Rolling out existing strategies on vulnerability and accessibility, and any emerging needs to develop, review and evolve strategic plans for all areas of VAIB (including EU expansion support)
• Existing roadmaps and action plans to deliver against strategy, and any emerging needs to develop further roadmaps and action plans
• Working closely with 1st and 2nd line risk and compliance teams on regulatory compliance, audits and with regulators. Act as the point of contact for regulatory comms from VAIB.
• Risk identification, management and oversight including analysis and reporting of risk and control effectiveness
• Working with the Senior Operations Manager to develop goals for the VAIB Analyst and Customer Operations teams
• Overseeing performance against strategy, and holding Operations/ Senior Operations Manager to account for this
• Maintenance of the VAIB Policy and Standards Library and working on the associated roadmap
• Carrying out regular horizon scanning and gap analysis to ensure we are compliant with relevant legal, regulatory and industry standards, and planning and preparing teams for related upcoming changes
• Reviewing and approving change proposals that require specialist input
• Developing and investing in external partnerships
• Working with charities, government, external bodies, educational facilities to inform strategy and aligning with activity of the Public Policy team
• Authoring the Community & Social Matters section of our annual report, leading on the ‘S’ of ESG projects
• Running external awareness campaigns and participating in external events, working groups, round tables, etc.
• Representing Monzo externally and internally as a VAIB expert, influencing and driving Monzo and industry change, supporting the communications team with media/ press requests.
• Leading customer/ community events, including listening sessions - involving expert organisations and experts by experience
• Owning external customer awareness strategy and communication, inclusive of VAIB pages on monzo.com
• Working with internal stakeholders across Monzo to drive awareness and embed VAIB considerations
• Chairing/ attending local and collective governance meetings across business to make sure VAIB is considered
• Annual VAIB budget planning activities

In addition to the above, you will attend local and collective governance meetings across business to advocate for and make sure vulnerability, accessibility, inclusion and bereavements are considered.

Our average process takes around 2-3 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your hiring process, but if you do have any specific questions before this please contact us on hiring@monzo.com. Please also use that email to let us know if there’s anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason.

• Please note: we will only close this role once we have enough applications for the next stages. Please submit your application asap to avoid any disappointment

This role can be based in our London office, but we’re open to distributed working within the UK (with ad hoc meetings in London).

• We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team