VAIB Strategy Analyst

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 a lot in the last 10 years in the UK. 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/Cardiff/UK Remote | £41, + equity + Incentive Awards tied to your performance + Benefits

Making money work for everyone is what we do at Monzo, but it only counts if it works for the people who need support the most.

Our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) team is dedicated to breaking down barriers across the bank. We make sure that whether a customer is vulnerable, disabled, excluded, or experiencing a bereavement, they get a product and a service that is empathetic, accessible, and built entirely with them in mind.

As VAIB Strategy Analyst, you will play a critical role in fulfilling Monzo's mission to make money work for everyone by driving meaningful improvements for customers requiring additional support. Working collaboratively, you will leverage data, customer insights, and operational expertise to seamlessly embed vulnerability, accessibility, inclusion, and bereavement considerations into product and service design. You will take proactive ownership of complex strategic projects and use independent judgement to navigate ambiguous escalations, shape treatment strategies, and identify emerging risks.

Ultimately, you will ensure that changes deliver equitable customer outcomes while maintaining strong standards of risk management, governance, and regulatory compliance.

• Lead Strategic Delivery:
  Take ownership of complex VAIB work streams, translating strategic priorities into clear delivery plans and driving improvements that balance customer needs, regulatory expectations, and operational goals.
• Drive Data-Led Improvements:
  Analyze quantitative data, customer feedback, and operational insights to identify systemic barriers, proactively monitor outcomes, and develop evidence-based recommendations for strategic change.
• Champion
  
  Cross-Functional Collaboration:
  
  Partner seamlessly across Product, Engineering, and Operations to build VAIB awareness, influence decision‑making, and embed inclusive considerations into the design of customer journeys and internal processes.
• Navigate Complex Escalations:
  Act as the escalation point for complex, ambiguous customer or operational issues, applying strong independent judgement to recommend proportionate solutions when clear policy guidance is unavailable.
• Own Governance and Risk:
  Manage control requirements for all strategic changes, ensuring work is rigorously assessed, documented, and governed to support informed decision‑making and mitigate regulatory risk.
• Coach and Build Capability:
  Strengthen the wider VAIB team by proactively sharing specialist knowledge, mentoring less experienced colleagues, and elevating overall analytical and strategic ways of working.

• You have deep subject matter expertise in VAIB and relevant legal frameworks (e.g., Consumer Duty, Equality Act, WCAG), applying this knowledge to identify systemic barriers and proactively recommend improvements…