Description

As a Staff Product Designer on the Operations Collective at Monzo, you'll shape the long-term vision for customer support experiences, designing across AI-enabled help, internal tooling, and operational workflows to create effortless, tech-led support at scale.

Requirements

• Experience designing complex, end-to-end experiences in ambiguous problem spaces
• Strong service design thinking, understanding impact beyond the interface
• Ability to navigate tradeoffs and guide strategic decisions
• Experience mentoring and levelling up designers
• Excellent cross-functional partnership skills

Responsibilities

• Embed long-term design vision for support experiences across customer-facing journeys, internal systems, and human service
• Lead large, end-to-end design initiatives across ambiguous problem spaces (AI help, internal tooling, operational workflows)
• Design with a service mindset across touchpoints (app, phone, human support)
• Coach other designers, run design crits, and raise design craft bar
• Partner with cross-functional leaders to define and execute product strategies