Senior Lead Product Designer, Operations

Salary: £65,000 - 105,000 per year

Requirements

• We are looking for an expert in your craft with deep expertise in a specific design discipline and strong foundational skills across all areas of product design.
• We are comfortable designing for AI and automation-enabled environments and excited by the opportunities AI creates to rethink how services operate.
• We have experience working on complex service ecosystems where digital products connect to real-world operations, people, or logistics.
• We are passionate about improving how humans and technology work together, creating seamless customer experiences and empowering support teams.
• We have a proven track record of delivering high-impact design work that drives customer outcomes, influences company metrics, and supports commercial goals.
• We have excellent visual, UI, and interaction design skills, with the ability to think through complex interaction design.
• We thrive in ambiguity, leading teams to deliver in complex, fast-changing environments while maintaining a high bar for quality.
• We are strategic thinkers who can shape product direction across multiple areas and translate organisational goals into clear, actionable plans.
• We are natural collaborators, skilled at working cross-functionally to improve ways of working and deliver greater value for customers and the business.
• We are passionate about growing and shaping the Design team, whether through hiring, onboarding, or creating resources that scale impact across the organisation.
• We are pragmatic and proactive, always looking for ways to improve Designs impact while balancing the need to get the job done.

Responsibilities

• We will embed the long-term design vision for support experiences, shaping how customer-facing journeys, internal systems, and human service connect into one coherent ecosystem.
• We will lead large, end-to-end design initiatives across ambiguous problem spaces, spanning AI-enabled help experiences, internal tooling, and operational workflows.
• We will design with a service mindset, understanding what happens beyond the interface and shaping the real-world impact of our design decisions.
• We will design across touchpoints, from the app to the phone to human support.
• We will navigate trade-offs and guide strategic decisions in an opinionated way.
• We will coach other Ops Collective designers by helping them embed the vision in their work, running design crits, and supporting them to shape their work.
• We will continue raising the bar for design craft and product excellence, ensuring our work is a benchmark for quality and innovation.
• We will partner with cross-functional leaders to define and execute product strategies that translate into actionable plans we help build and ship.
• We will proactively address systemic challenges, reduce complexity, and create better conditions for teams to deliver impactful work.
• We will act as a visible ambassador for Design, sharing our work and its impact across the company.
• We will mentor and level up designers across the discipline, fostering a culture of growth, collaboration, and belonging.

Technologies

• AI
• Support
• MacBook
• UX UI Design

More

We are a team of 100+ designers, researchers, and brand experts led by our Chief Design Officer Vuokko Aro, on a mission to make money work for everyone. Our Product Design team works closely with research, product, and engineering to solve real customer problems at scale. The Operations Collective focuses on designing how help and customer support work at Monzo, with an emphasis on effortless, tech-led support experiences that scale as we grow. We blend research, empathy, and craft to create a bank that feels human, not just functional. This role can be based in our London office or worked remotely within the UK with ad hoc meetings in London. We offer a salary of £110,000 - £125,000, flexible working hours, a £1,000 annual learning budget, relocation support to the UK, visa sponsorship, and home-working support including a MacBook.

last updated 28 week of 2026