Process Improvement Manager (Customer Journeys)

Overview

Process Improvement Manager (Customer Journeys)

We're on a mission to make money work for everyone. We're moving away from traditional, confusing banking experiences. With our coral cards, get-paid-early feature, financial education on social media, and award-winning customer service, we have a history of creating magical moments for our customers. We're not about selling products - we want to solve problems and change lives through Monzo.

The Customer Journey team maps and optimises customer experiences across touchpoints. Our mission is to identify pain points, ensure compliance, and create seamless processes that boost customer satisfaction. We work with stakeholders in Retail, Payments and Fraud product and operations teams, using data-driven insights to deliver improvements and ensure our services excel in delivering exceptional customer value.

In this role, you'll work closely with the Customer Journey Lead, owning the daily development of journey maps and identifying areas for improvement. Your day-to-day will involve engaging with cross-functional teams, gathering insights, and ensuring processes align with established standards. You'll also participate in a community of practice focused on sharing knowledge and refining our approach to customer journeys.

As the owner of journey mapping, you will collaborate with key teams and experts to map customer journeys in accordance with established blueprints, ensuring alignment with real-world processes. You will lead workshops to refine journey maps, integrate feedback, and secure approval from service owners and stakeholders.

Responsibilities

• Collaborate with key teams and experts to map customer journeys according to established blueprints, ensuring alignment with real-world processes.
• Lead workshops to refine journey maps, integrating feedback, and secure approval from service owners and stakeholders.

Identifying Opportunities

• Own the analysis of data to identify and prioritise improvements within mapped journeys, focusing on enhancing customer experience.
• Work closely with product and operational teams to implement necessary changes and optimise Customer Experience standards.

Testing and Compliance

• Take responsibility for testing journey processes to ensure they meet customer expectations and comply with regulations, addressing potential risks and ensuring communications are effective.

Qualifications

• Customer Journey Experience: Extensive background in customer journey analysis, process optimisation, or a related field.
• Data Interpretation: Strong ability to analyse and interpret complex data sets to identify and capitalise on improvement opportunities.
• Independent Work Ethic: Aptitude for working independently, managing multiple projects, and meeting deadlines.
• Strong Communication: Exceptional communication skills, capable of effectively presenting to and interacting with a diverse range of stakeholders.
• Process Mapping Expertise: Proficiency in customer journey mapping, translating domain knowledge into actionable process maps that facilitate collaboration with product and technical teams.
• Regulatory Experience: Familiarity with Consumer Duty/Conduct Risk regulation, ensuring compliance across customer journeys.
• Attention to Detail: Meticulous attention to detail in tracking progress and maintaining high standards across all projects.
• Desirable - Lean Six Sigma Certification: Ideally certified at the Green Belt level, demonstrating proficiency in process improvement methodologies.

What's in it for you

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.

£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 fully remote workers receive extra support for their setup.

Equal opportunities

Diversity and inclusion are a priority for us. We're fostering an inclusive environment for all people to do the best work of their lives with us, integral to our mission of making money work for everyone. See our Diversity and Inclusion and Gender Pay Gap reports for more information.

We're an equal opportunity employer. All applicants will be considered without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, disability status, or neurodiversity.