Change & Continuous Improvement Partner, VAIB (Vulnerability, Accessibility, Inclusion and Bereavement)

London/Cardiff/UK Remote | 💰£40,400 to £51,050 + Benefits  ✨

⭐ Our VAIB team

Our mission is to make money work for everyone. Our Vulnerability, Accessibility, Inclusion & Bereavements (VAIB) team is pivotal in helping us achieve that mission.

The Change & Continuous Improvement Partner role sits within the Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team within Specialist Services in Operations. You will be responsible for driving awareness and understanding and helping business areas embed considerations of vulnerability, accessibility, inclusion & bereavements (VAIB).

You will support colleagues across Monzo to assess our current product and customer service offering against legal, regulatory and industry standards. This will include proposing ways to adapt our governance processes to ensure considerations of vulnerable customers are clearly and constantly captured. It’s your role to make sure we consider the needs of all customers, and move the business towards demonstrably better outcomes for customers in vulnerable circumstances.

🔑 You’ll play a key role by:

• Identify, monitoring and communication of internal change that impacts VAIB
• Being the point of contact for Monzo-wide product & operational changes in that impact VAIB, including monitoring and responses in the #vaib-change channel
• VAIB inputs into annual product reviews  
• Collaborating with 1LOD and 2LOD to ensure:
• Management of the outputs of the change questionnaire in relation to VAIB
• Monitoring of VAIB and Vulnerable Customer Risk status
• Maintain and adapt guidance on VAIB change considerations to empower wider team members to support vulnerable customers
• Work closely with the External Partnerships & Engagement Manager to
• drive awareness and understanding in business areas of support needs through our lived experience research
• identify opportunities to work with external partners to improve outcomes for customers in vulnerable circumstances
• Ensure findings of lived experience research are incorporated into documentation of how change proposers have considered vulnerable customers 
• Engage with collective governance to ensure culture of proactive engagement with the needs of vulnerable customers
• Creation of VAIB Change Calendar for consistent communication of impact of change  

🤩 We’d love to hear from you if:

• You have expert vulnerability, accessibility, inclusion and bereavements knowledge  - identifying and reducing barriers that might prevent people from interacting with products and services. This is essential.
• You have experience in advising on changes that impact VAIB
• You're passionate about making money work for everyone.
• You adapt your processes to changing circumstances and value getting feedback that challenges and improves your direction.
• You lean into challenging conversations, always with a focus on making things better.
• You contribute to your team's culture, spot ways to improve processes, and proactively make them happen. 
• You're excited about what we're doing in VAIB at Monzo

🙌What’s in it for you

💰£salary range ➕share options.

⏰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. 40 hours Monday to Friday.

📚£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

1st - 30 min Recruiter Call

2nd - 15 min chat with Senior Manager

3rd - Competency-based interview

This process should take around 2 - 3 weeks - if you have any queries, please email ninaebanksmetcalfe@monzo.com

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

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. 

#LI-REMOTE #LI-NEM