Vulnerability, Accessibility & Inclusion Lead
Remote (UK) · 16-17 years experience · Remote · Posted Oct 7, 2026
At a glance
- Experience
- 16-17 years experience
- Workplace
- Remote
- Location
- Remote (UK)
About the role
- As our VAIB Strategy Lead, you’ll set direction within your area of expertise and turn VAIB priorities into sustainable, well-governed improvements across Monzo.
- This role is a 13 month secondment to cover caregiver leave within our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) team in Customer Operations.
Responsibilities
- Leading the development, integration and embedment of VAIB strategies, standards and regulatory expectations across Monzo’s products, customer journeys and operational processes.
- Assessing our products, services and customer support against relevant legal, regulatory and industry standards, identifying gaps, risks and opportunities and driving improvements.
- Acting as a senior subject matter expert on complex vulnerability, accessibility, inclusion and bereavement issues, including situations where there isn’t an established answer.
- Working closely with first and second line Risk and Compliance teams to understand regulatory expectations, strengthen governance and controls, and make sure VAIB risks are identified and managed appropriately.
- Setting clear expectations and measures for customer outcomes, using data and insight to understand whether our strategies and standards are working and where our approach needs to change.
- Work closely with Operations and Senior Operations leaders to improve customer support pathways, service standards and outcomes, constructively challenging where performance or strategic alignment falls short.
- Using complaints, customer insight, operational data and other relevant information to identify systemic barriers or poorer outcomes and turn those findings into strategic action.
- Working with Product, Operations, Risk, Compliance and other teams to make sure VAIB priorities are understood and embedded in the way we design, deliver and improve products and services.
- Providing strategic direction on customer communications linked to VAIB, helping make sure information is clear, accessible, accurate and consistent with our approach.
Requirements
- Deep expertise in vulnerability, accessibility, inclusion and bereavement, and understand how to identify and reduce barriers that can prevent people from accessing products and services.
- Strong knowledge of the legal, regulatory and industry standards relevant to VAIB, 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.
- Comfortable working with Risk and Compliance teams and have experience identifying and managing risks, controls, governance requirements or remediation activity.
- Ability to provide credible challenge and influence senior stakeholders, including when an issue is complex, ambiguous or there isn’t an established solution.
- Experience using customer and operational insight to identify systemic issues and improve customer outcomes.
- Ability to work effectively across different teams and disciplines, bringing people together around a clear strategic direction.
- Enjoy sharing your expertise and helping others build their capability.
Benefits
- £68,400-86,550 salary
- Equity
- Incentive Awards tied to performance
- Flexible working hours
- Macbooks provided for all employees
- Extra support for work-from-home setup for fully remote workers
Skills
- FG21
- Consumer Duty
- Equality Act 2010
- WCAG
- European Accessibility Act
