- Company Name
- Monzo Bank
- Job Title
- Continuous Improvement Partner, VAIB (Vulnerability, Accessibility, Inclusion and Bereavement)
- Job Description
-
**Job Title**
Continuous Improvement Partner – VAIB (Vulnerability, Accessibility, Inclusion & Bereavement)
**Role Summary**
Lead the embedding of VAIB principles across customer operations, driving data‑driven continuous improvement and change management. Act as the bridge between product strategy and frontline operations to enhance inclusive, accessible and vulnerable customer experiences.
**Expectations**
* Deliver measurable improvement in VAIB‑aligned processes and outcomes.
* Influence cross‑functional teams to adopt inclusive governance and best practices.
* Maintain a high‑quality, up‑to‑date repository of operational guidance, workflows, and metrics.
* Champion a culture of continuous learning, ensuring knowledge is shared and scaled.
**Key Responsibilities**
* Analyze performance data and root‑cause operational pain points.
* Maintain, adapt, and continuously review domain processes, workflows, and supporting documentation.
* Create and keep current operational guidance, policies, and procedures.
* Communicate change recommendations and collaborate with stakeholders to implement action plans.
* Track impact of change through KPIs, metrics, and feedback loops.
* Identify and share best practices across Customer Operations and related functions.
* Support low/medium operational incidents affecting customers or processes.
* Develop and deliver readiness plans for embedding changes into Customer Operations teams.
* Partner with Product, Operations, and Customer Ops to ensure adoption, embedment, and sustainability of change.
* Collaborate with the wider Change & Continuous Improvement team to align priorities and share insights.
**Required Skills**
* Expertise in Vulnerability, Accessibility, Inclusion & Bereavement (VAIB) with demonstrable impact.
* Proficient in continuous improvement methodologies (Lean, Six Sigma, Kaizen) within regulated financial services.
* Systems thinking and data‑informed mindset; skilled in root cause analysis.
* Strong communication, facilitation and influencing abilities across all levels.
* Ability to provide actionable feedback and build lasting stakeholder relationships.
* Proactive problem‑solving with a bias for action and comfort in ambiguous environments.
* Effective time management and ability to meet deadlines independently and collaboratively.
**Required Education & Certifications**
* Bachelor’s degree in Business, Finance, Operations, or related field.
* Certification in continuous improvement (Lean Six Sigma Green/Black Belt, or equivalent).
* Credible certification or training in change management (e.g., CCMP, Prosci).
* Recognized qualifications in accessibility and inclusion (e.g., WCAG, ADA Pro) preferred.