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Vulnerability, Access & Inclusion Lead


Cardiff, London Or Remote (UK),UK

🚀 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
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.

You should apply if:

You have expert vulnerability, accessibility, inclusion and bereavements knowledge - identifying and reducing barriers that might prevent people from interacting with products and services
You have experience in and knowledge of the legal, regulatory and industry standards that surround vulnerability, accessibility, inclusion & bereavements (eg. FG21, Consumer Duty, Equality Act 2010, WCAG and EU Accessibility Act)
You have experience working with risk, implementing governance and assurance systems to ensure VAIB considerations are built into all projects and change lifecycles
You have experience in designing, developing and implementing strategy at scale
You have experience in managing external relationships, leading social impact initiatives, and you’re able to advocate for appropriate solutions to complex social problems
You're excited about what we're doing at Monzo

The interview process:

Our interview process involves 3 main stages:

Video-call with the Hiring Manager (30 minutes)
Interview Loop (2 x 60 minute interviews conducted via GoogleMeet)
Final Call (30 minutes)

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 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.

What’s in it for you:

💰 £65,000 - £90,000 ➕ benefits

📍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.

📚 Learning budget of £1,000 a year for books, training courses and conferences➕ And much more, see our full list of benefits here



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, 2022 Diversity and Inclusion Report and 2023 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.

Salary Range: €65000 - €90000

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