Senior User Research Manager

Overview

We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown in the UK over the last 10 years. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond.

Our UK customers can also save, invest and combine their pensions with us. 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.

London | £90,000-£125,000 + Benefits | Research at Monzo

We’re here to make money work for everyone and we"re doing things differently. For too long, banking has been obtuse, complex and opaque. We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, tests the app and gives us constant feedback so we can build something everyone loves. We’re focused on solving problems, rather than selling financial products.

We want to make the world a better place and change people’s lives through Monzo.

About our User Research Team: We are currently a team of more than 20 individual contributors, who are embedded into collectives (e.g., Core Banking, Business Banking) and work cross-functionally with Product Design, Product Management and Engineering. Our research organisation is led by Katherine Vaughan, our Director of User Research.

• Managing a team of user researchers across 1-3 collectives (these are product verticals like Payments or Wealth)
• Working closely with collective leadership to shape product strategies and ensure teams solve the right customer problems in the right ways
• Scaling the impact research has on strategies across the organisation
• Increasing visibility of key research insights and ensuring action is taken as a result
• Partnering with the Director of Research to ensure everyone in the team works on the highest impact areas and individuals have autonomy where possible
• Understanding direct reports well to place them for impact, growth and happiness
• Developing sustainable ways of nurturing all talent within the Research team
• Leading forums that allow the whole research team to feed into decisions and shape the team
• Working with Research Operations and the Research Director to scale team systems and processes as we grow
• Continually raising the standard of research through timely feedback and improved processes
• Hiring brilliant, diverse User Researchers and ensuring a smooth onboarding process
• Ensuring the team has an active presence in the external community and is appealing to a diverse set of hiring prospects

• Work within 1-3 critical business areas to develop and deliver a product strategy, including building a deep understanding of customer needs and market opportunities
• Provide support for around 5-10 direct reports through clear development goals, timely updates and feedback, and regular 1:1s
• Collaborate with and influence key stakeholders across the organisation to gain alignment and support for the strategy
• Work closely with design, product, marketing data and engineering leadership to set the right conditions for teams to do their best work and problem-solve customer needs
• Shape development practices, like progression frameworks, across the wider team
• Take an active role in the Design Leadership team alongside senior leaders
• Educate everyone at Monzo, including senior stakeholders, on what research can and can’t be used for

• You have experience working as an IC User Researcher in a high growth product or technology organisation before moving into people management
• You have experience managing a team of experienced User Researchers in a high growth product or technology organisation
• You’re an experienced coach, mentor and leader of seasoned User Researchers with at least 5…