Monzo are one of the more famous startups that have emerged from the UK over the last decade, and one of three leading UK challenger banks along with Revolut and Starling Bank that are competing with longer-established banks such as HSBC, Lloyds, NatWest and Barclays.

It is hard not to miss Monzo’s ‘hot coral’ cards, with the bank’s app keeping track of its customer’s finances by giving them control and visibility over their money. The role of challenger banks is only set to become more important as the UK enters a continuous phase of economic uncertainty. A high level of customer experience is key in retaining momentum for Monzo in their pursuit of disrupting the banking industry.

IQPC Exchange talked to Lyndsey Edgar, VP of Operations at Monzo Bank, about the importance of placing customer experience as part of a company’s DNA.

“I think customer-centric DNA is a huge differentiator. If it is not part of the culture the teams will not be focused on it, they will not be passionate about it and they will not build it. CX teams are usually made up of a group of very passionate people. One mistake I have seen from other organisations is not integrating these teams with the rest of the company properly when they are built.

They feel at odds because their goals are misaligned with the goals of CX. I would advise companies to think customer-first by embedding it right into the culture: make it part of the mission, the core of your goals and build it into your org design.”

To read the full interview, where Edgar discusses Monzo’s operations since the pandemic, why having a dedicated CX team is not more beneficial than CX-wide implementation, and CX predictions for 2023, download here.