Overview
We’re on a mission to make money work for everyone. We’re moving away from traditional banking complexities. Our UK offering has evolved over 10 years to include personal and business accounts, joint accounts, accounts for 16-17 year-olds, a free kids account, and credit cards, with more to come. Our UK customers can also save, invest and combine their pensions with us. With our coral cards and get-paid-early feature, along with financial education on social media and award-winning customer service, we aim to create magical moments for our customers. We’re not about selling products — we want to solve problems and change lives through Monzo
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London / UK Remote | £135,000 – £184,000 + Share Options | Benefits | Technology
Senior Staff Engineer: L70 on our Engineering Progression Framework
About Our Engineering Teams
We have around 450 engineers out of roughly 5,000 people in total and big ambitions. There are many interesting challenges ahead, and we’re happy for people to move between teams or specialise, whatever you prefer. As an engineer here you’d be able to work directly with anyone across the company, and we run regular knowledge-sharing sessions so you’ll learn about everything from how banks work to effective communication. We contribute to open source software as much as possible. Our blog is a good place to learn even more about what we do.
About Customer Operations
This role sits in our Customer Operations collective. Our Customer Operations team includes over 75 technical staff (Backend Engineers, ML Engineers, Mobile Engineers, Web Engineers, Analytics Engineers, and Data Scientists). Our vision is to deliver seamless support that builds trust, deepens loyalty, and powers Monzo’s sustainable, profitable growth. We enable this vision by providing tech-led and human support experiences for over 14 million customers.
We Have Three Focus Areas
- Automation-first Customer Problem Detection and Resolution. We are committed to an automation-first approach in customer experience, which includes:
- Proactive issue prevention: Identifying and resolving high-friction issues before they impact customers, with a focus on scalable, systemic solutions.
- Automated and AI-driven resolution: Delivering high-quality self-service and AI-powered experiences to resolve customer issues.
- End-to-end customer resolution: Providing platforms and tools that allow AI to work alongside human specialists to resolve complex customer journeys.
- Automated Workforce Management. We are building an efficient, automated operational model that integrates machine learning for forecasting, scheduling, routing, and task-matching to optimize our global operations.
- Solid Tech Foundations and Developer Experience. Customer Operations operates as a platform providing a highly available, reliable, secure, compliant, and performant platform of data, software, and infrastructure solutions that:
- meet the needs of our growing business
- accelerate the productivity of humans in the loop
- maintain cost-efficiency that is at most linear to the growth of our business
Senior Staff Engineer Responsibilities
A Senior Staff Engineer at Monzo is a technical (IC) leadership position. You will have company-wide influence, working with other collectives to grow Monzo. This role will primarily focus on automation-first customer problem detection and resolution. You’ll sit at the intersection of our customer experience, AI and platform teams to bring customer-focused automation solutions that improve customer satisfaction and product engagement while building a cost-efficient way to scale operations.
- Be hands on and deeply technical with code and infrastructure, using your software engineering and system-building skills to lean in and solve deep technical challenges
- Partner with the Engineering Director for Customer Operations and other ICs to provide technical leadership around resiliency across Monzo
- Build a deep understanding of our customer journeys and infrastructure and strengthen the infrastructure and tooling to build consistent experiences at scale
- Collaborate with product, data and operational leaders to identify and execute opportunities that further the organization’s goals with clarity, urgency and rigour
- Balance high-level planning and strategy with organisational leadership and hands-on execution as needed
- Address multi-faceted optimisation problems at scale, including maximizing leverage of technologies like LLMs, traditional ML, and end-to-end systems
- Maintain a high bar for technical excellence and highlight outstanding work
- Lead architectural discussions for the most complex systems to arrive at robust and optimal solutions
- Foster a culture of quality within the collective and champion measures to test work
- Mentor, sponsor and up-skill engineers
What We’re Looking For
To succeed in this role, you will need a strong background in both modern platform tooling and practical software development.
- Software engineering foundations. Significant professional experience in software engineering, writing, testing, and deploying robust backend services using strongly typed languages.
- AI / Co-pilot. Experience solving human + tech problems at scale.
- Customer focus with a platform mindset. Naturally inclined to solve customer problems through a platform mindset that scales solutions across the company.
- System curiosity. Deep curiosity about systems, understanding how modern distributed applications fail and scale.
- Comfort with Ambiguity. Comfortable in a fast-paced team dealing with evolving requirements.
- Quantitative mindset. Value outcomes and make data-informed decisions.
Tools and Technologies
We rely heavily on the following tools and technologies
- Go to write application code
- Cassandra for persistent data storage
- Kafka for asynchronous messaging
- Kubernetes and Docker to schedule and run services
- AWS for production infrastructure and GCP for data infrastructure
- React for internal Web dashboards
- Feast for storing features for training and deploying models
We’d love to hear from you if…
- You have a track record of technical excellence delivering resilient systems, ideally behind consumer products
- You have technically led large teams to solve complex product challenges
- You have experience on Backend Systems, Data-heavy systems or real-world ML deployments
- You want to be involved in building and protecting a product used by 14+ million people
- You have a quantitative mindset and make data-informed decisions
- You’re comfortable in a team that deals with ambiguity and have experience helping your team resolve it
What’s In It For You
- £135,000 – £184,000 plus share options and benefits
- Relocation assistance to the UK
- Visa sponsorship
- This role can be based in London, with distributed UK work and occasional London meetings
- Flexible working hours
- £1,000 learning budget annually
- Home setup support for remote workers
- Plus more benefits
Application Process
The interview process has four main stages after an informal recruiter call: Recruiter Call, Initial Call, System Design Interview, Take-home task or pair coding, Final interview with behavioural and leadership elements. It typically takes 3-4 weeks. For tips, see a senior staff engineer’s blog on the process.
Equal Opportunities
Diversity and inclusion are priorities. We provide support for growth and publish reports including the 2024 Diversity and Inclusion Report and the 2024 Gender Pay Gap Report. We are an equal opportunity employer. All applicants will be considered without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity, or disability. xwzovoh If you have a preferred name, please use it when applying.
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