Senior Lead - Operational Performance & Excellence

About the role

Monzo is seeking a Senior Lead to drive operational performance across its Customer Operations function. You will translate data into clear, outcome‑led actions, build AI‑driven insights and ensure performance standards are consistent and actionable.

Key responsibilities

• Set clear performance standards and translate strategy into outcome‑led tiers for teams.
• Analyse operational data to identify bottlenecks, eliminate inefficiencies and deliver high‑impact improvements.
• Provide transparent visibility and practical measurement frameworks to empower daily decision‑making.
• Partner with People, Communications and Learning teams to align expectations, design coaching programmes and address skill gaps.
• Collaborate with Tech and Data to develop AI tools and predictive analytics that make performance metrics effortless.
• Serve as the trusted voice on ops performance, balancing global consistency with domain needs and continuously refining processes.

Required profile

• Proven experience in operational excellence, business intelligence or performance management within a high‑growth, tech‑first environment.
• Strong analytical mindset, comfortable working with complex data and partnering with Data teams.
• Interest in AI and advanced analytics to unlock operational insights.
• Excellent relationship‑building skills across People, tech and business stakeholders.
• Ability to navigate ambiguity, work independently and challenge senior stakeholders constructively.

Required skills

• SQL

What we offer

• Competitive salary £90,400‑£114,250 per year plus equity.
• £1,000 annual learning budget for books, courses and conferences.
• Home‑office setup including MacBook and additional support for remote work.
• Comprehensive benefits package (full list available on Monzo’s careers page).