VAIB Strategy Manager
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Job Description
VAIB Strategy Manager leading analysts and embedding vulnerability, accessibility, inclusion, and bereavement standards across Monzo’s digital banking products and services.
Responsibilities:
- Lead and develop a high-performing team of Strategy Analysts
- Coach team members, support recruitment and knowledge-sharing, and build accountability aligned with Monzo’s values
- Translate VAIB priorities into actionable projects and oversee customer-centric treatment strategies
- Balance team capacity with strategic and regulatory demands
- Monitor customer journeys and performance metrics
- Use quantitative and qualitative insights to identify trends, resolve gaps, and make evidence-led recommendations
- Collaborate with Operations, Product, Risk, Data, and Engineering
- Embed VAIB considerations into products, services, business initiatives, and customer touchpoints
- Design, document, and operate robust risk and compliance controls
- Ensure adherence to internal governance and external regulatory expectations
- Serve as the primary escalation point for complex customer, operational, or regulatory issues
- Lead business communications and leadership updates
- Support stakeholders through process changes and identify continuous-improvement opportunities
Requirements:
- Deep subject matter expertise in vulnerability, accessibility, inclusion, and bereavement (VAIB)
- Knowledge of and ability to apply Consumer Duty, Equality Act, and WCAG
- Proven track record of building motivated, high-performing teams through coaching and feedback
- Commitment to continuous professional development
- Ability to manage competing priorities and allocate team capacity
- Ability to translate strategic goals into structured programs of work
- Ability to interpret customer insights and operational data
- Ability to make evidence-based recommendations and sound decisions in complex or ambiguous regulatory and operational situations
- Strong understanding of risk, governance, and control environments
- Excellent communication skills
- Ability to influence stakeholders, manage formal actions, and guide teams through organisational change
Benefits:
- Equity
- Incentive Awards tied to your performance
- Flexible working hours
- £1,000 learning budget each year for books, training courses and conferences
- Home working setup
- MacBook for all employees
- Extra support for fully remote workers’ work-from-home setup
- Additional benefits listed by Monzo
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