Partner Programme Delivery Lead

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 ❤️

 

UK Remote (with essential travel to our global offshore sites) | £41,300 - £52,250 + Incentive Awards + Benefits ✨

Our Global Ops Team ⭐️

At Monzo, our customers should receive great service regardless of where it is delivered. Successful partner programmes depend on understanding what is happening in practice and completing the detailed work required to move from an agreed plan to a delivered outcome.

The Partner Programme Delivery Lead exists to investigate the operational reasons behind thematic issues and drive the detailed delivery of agreed projects and workstreams. You will work with data, customer interactions, operational processes, teams and partners to uncover root causes, test assumptions and turn agreed actions into measurable results.

Delivery is expected at every level within the pillar. In this role, most of your time will be spent in the detail of investigation and execution, understanding the operational reasons an issue needs solving and completing the work required to drive the solution forward.

You may own a defined workstream within a larger Manager-led programme or independently deliver a smaller project where the direction, scope and intended outcome are already clear.

You’ll play a key role by...

Investigation and root cause analysis

• Thematic scope & root cause assessment: Investigate systemic partner-wide issues within agreed focus areas, testing hypotheses to isolate root causes from symptoms and determining whether issues are genuinely thematic or belong within specific domain ownership.
• Quantitative data analysis: Analyse multi-source operational datasets—including customer outcomes, complaints, quality scores, and workflow metrics—to spot underlying trends, exceptions, and performance patterns.
• Qualitative field research & journey auditing: Conduct on-site process shadowing, customer journey reviews, and direct interviews with frontline partner and Monzo teams to evaluate actual operational practices against intended process design.
• Evidence synthesis & impact documentation: Triangulate quantitative and qualitative findings to identify structural drivers (tools, policy, capability, or operating model), clearly documenting root causes, customer impacts, and required next steps.

Detailed project and workstream delivery

• Workstream planning & direct execution: Own the end-to-end delivery of assigned projects and workstreams, translating strategic approaches into detailed delivery plans (milestones, owners, dependencies) and actively executing hands-on tasks to drive momentum.
• Cross-functional & partner alignment: Serve as the day-to-day operational contact across Global Ops, GCOO, and partner teams—leading regular working sessions, setting clear delivery expectations, and constructively challenging missed commitments.
• Risk governance & record management: Proactively identify and resolve risks, issues, and dependencies early, escalating material blockers while maintaining transparent, accurate delivery records and baseline progress tracking.
• Operational readiness & BAU handover: Ensure implementation readiness, monitor post-launch performance to verify intended outcomes materialise, and support stabilisation through to formal transition into business-as-usual.

Insights, recommendations and business cases

• Insight synthesis & evidence auditability: Translate complex investigation findings into root-cause insights and actionable solutions, maintaining a robust evidence trail to validate strategic recommendations and decisions.
• Business case & operational analysis: Author business cases for smaller initiatives and supply detailed analytical inputs—covering costs, benefits, risks, and customer impacts—for Manager-led strategic proposals.
• Product & Tech process optimisation: Deliver operational analysis for Product and Technology proposals, evaluating system enhancements and process simplifications to optimise service delivery.
• Leadership communications & stakeholder papers: Draft clear updates, briefing papers, and executive presentation materials to synthesise analytical data and drive leadership decision-making.

Team and portfolio contribution

• Portfolio mobility & cross-functional collaboration: Partner closely with leads on strategic initiatives while retaining full ownership of assigned workstreams, flexibly deploying capacity across the portfolio as business priorities evolve.
• Proactive risk & insight generation: Identify emerging risks, operational patterns, and areas for investigation, sharing key learnings to refine future program design and global estate decisions.
• Pillar standards & capability development: Drive continuous improvement by establishing consistent analytical and workstream frameworks across the pillar, while proactively expanding expertise in outsourced operations, partner management, and data analytics.
• Global on-site engagement: Travel periodically within the UK and internationally to support on-site investigations, partner discovery, mobilisation, transitions, and operational stabilisation.

We’d love to hear from you if…

• Essential experience independently delivering defined projects or substantial workstreams from initial planning through implementation and handover.
• Clear history of working directly with external partners, proving you would have the confidence to represent Monzo professionally in day to day delivery conversati