Vulnerability, Accessibility & Inclusion Lead

Monzo is seeking a VAIB Strategy Lead for a 13-month secondment within their Vulnerability, Accessibility, Inclusion and Bereavements team in Customer Operations. This remote role involves setting strategic direction, turning priorities into sustainable improvements, and working across multidisciplinary teams to ensure accessible and empathetic customer service. Candidates will guide the integration of regulatory expectations, assess products against industry standards, and champion inclusive practices.

• Deep expertise in vulnerability, accessibility, inclusion, and bereavement, with an understanding of how to reduce barriers to products and services
• Strong knowledge of relevant legal, regulatory, and industry standards such as FG21, Consumer Duty, the Equality Act 2010, WCAG, and the European Accessibility Act
• Experience developing and embedding strategy at scale, including setting outcomes, roadmaps, and measures of success
• Experience working with Risk and Compliance teams to identify and manage risks, controls, governance requirements, or remediation activity
• Ability to provide credible challenge and influence senior stakeholders through complex or ambiguous issues
• Experience using customer and operational insight to identify systemic issues and improve customer outcomes
• Experience working effectively across different teams and disciplines to drive a clear strategic direction
• Demonstrated experience sharing expertise and helping others build their capability

Professionals with extensive expertise in accessibility, inclusion, and regulatory standards who excel at strategic execution and cross-functional collaboration. This role is ideal for subject matter experts comfortable navigating complex challenges to improve customer outcomes in financial services.

Candidates apply on the employer's official site.