ABOUT

I helped Monzo rethink and refine how they communicate with customers through their banking app. Working closely with their Ops leadership and Learning & Development teams, I created a training programme to help the 3,500+ people working across their service teams to deepen their understanding of their customers, get to grips with the brand’s voice, and learn how to use words to connect more effectively with their customers.

“Your impact will be felt for many years to come – you've left your mark on Monzo and I'm really grateful. Thanks for everything you've done to level up our thinking, our structure and our materials!”
James Clyburn, Ops Project Manager, CX and Strategy, Monzo