Director of User Research, Monzo

Katherine Vaughan is Director of User Research at Monzo – the bank that lives in your phone, and officially the best bank for online, mobile and overall service in the UK. Before joining Monzo, Katherine led User Research at Citizens Advice and M&S. 
 
Katherine brings a broad range of research experience to her practice. Before becoming a User Researcher, she drove change – from direct practice to national policy – on domestic abuse, the justice system and essential service markets as a Social Researcher, Policy Researcher and Service Designer. 
 
Alongside work, Katherine mentors people facing difficulties with addiction, homelessness, and dementia. During lockdown, she helped a number of charities launch remote digital inclusion programmes for isolated service users. She believes strongly in fair and inclusive access to services for all. She’s always looking for better ways to deliver empathetic, inclusive, and impactful research.