Remote opportunity at
MonzoVulnerability, Accessibility & Inclusion Lead
This full-time, remote role in the UK is listed as a Vulnerability, Accessibility & Inclusion Lead at Monzo, the UK bank that offers personal and business…
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About This Role
This full-time, remote role in the UK is listed as a Vulnerability, Accessibility & Inclusion Lead at Monzo, the UK bank that offers personal and business accounts, joint and youth accounts, a free kids account, credit cards, savings, investments and pensions. The post is a 13-month secondment covering caregiver leave in the team focused on customers who are vulnerable, disabled, excluded or bereaved (VAIB), within Customer Operations. The team works…
Job Description
This full-time, remote role in the UK is listed as a Vulnerability, Accessibility & Inclusion Lead at Monzo, the UK bank that offers personal and business accounts, joint and youth accounts, a free kids account, credit cards, savings, investments and pensions. The post is a 13-month secondment covering caregiver leave in the team focused on customers who are vulnerable, disabled, excluded or bereaved (VAIB), within Customer Operations. The team works to ensure customers who are vulnerable, disabled, excluded or bereaved receive products and service built around their needs.
The lead sets strategic direction for VAIB and turns priorities into durable, well-governed improvements. In practice that means weighing rules, customer evidence, data and frontline experience to pinpoint where change is required, then turning findings into roadmaps and measurable goals. The lead assesses products, services and support against legal, regulatory and industry standards, runs horizon scanning and gap assessments, and advises on customer communications so that information stays clear and accessible.
The role also covers governance and influence. The lead partners with Risk and Compliance at both first and second line, owns major VAIB risks and fixes where necessary, and pushes back on Operations leaders when standards or results lag. Expected to be a go-to expert on difficult cases, the lead also mentors colleagues and grows the bank's VAIB know-how.
The best fit brings serious command of vulnerability, accessibility, inclusion and bereavement topics, plus working familiarity with WCAG, the European Accessibility Act, FG21, Consumer Duty and the Equality Act 2010. Experience developing strategy at scale, managing risk and controls, and influencing senior stakeholders is important. Pay is listed at £68,400 to £86,550, plus incentive awards tied to performance.
Responsibilities
- Build out VAIB strategies and standards that meet regulatory expectations across the bank's products and journeys
- Turn VAIB strategy into roadmaps, outcomes and priorities for delivery teams
- Assess products, services and support against legal, regulatory and industry standards and recommend improvements
- Monitor incoming rules, analyse regulation and carry out gap reviews
- Work with Risk and Compliance to strengthen governance and manage VAIB risks and controls
- Set measures of customer outcomes and use data to test whether approaches work
- Use complaints, customer insight and operational data to identify systemic barriers
- Provide strategic direction on VAIB-related customer communications
Requirements
- Serious command of vulnerability, accessibility, inclusion and bereavement matters
- Familiarity with WCAG, the European Accessibility Act, FG21, Consumer Duty and the Equality Act 2010
- Track record building strategy across a large scale, covering outcome targets, roadmaps and success metrics
- Practice spotting and handling risks, controls, governance demands or remediation work
- Skill in offering credible pushback and swaying senior decision-makers
- Background using customer and operations data to lift results
Qualifications
- Experience coaching colleagues and building capability across teams
- Ability to work well with Product, Operations, Risk and Compliance teams
Core Skills
Benefits
- Incentive awards tied to performance
- Flexible working hours
- A home-working setup with a MacBook, plus extra support for fully remote workers
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is the role remote?
Yes. The posting lists UK remote working for this role.
How long is the position?
The posting describes it as a 13-month secondment covering caregiver leave.
What is the pay?
The posting gives a salary of £68,400 to £86,550, plus incentive awards tied to performance.
What does the hiring process involve?
The posting lists a recruiter call of about 25 minutes, a values and behaviours interview of about 60 minutes and a technical interview with a task of about 60 minutes, usually over three to four weeks. The closing date is 21 October 2026.
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