Emma is the Organisation Scaling Lead at Monzo Bank.
As the first member of the Monzo Customer Operations Team she has played a pivitol role in scaling and managing the team from 0-150+ members in less than 2 years. Emma built and designed a number of different processes and procedures that have contributed to Monzo’s reputation of high quality, swift, and friendly customer support. Her data-driven approach to project management allows her to prioritise the most impactful projects in an environment of limited resources. She strives to provide the best experience for our customers while refusing to compromise on employee experience.