Runroom Lab User-obsessed strategy in the age of AI

Caroline Wilcock

Senior Lead Researcher at Monzo

Caroline is a Senior Lead Researcher at Monzo, where she transforms complex and ambiguous problem spaces into actionable frameworks that drive strategic decisions. She works in business banking to help teams understand and empower small businesses. With 13 years in tech across finance, green energy, and media, she helps organisations identify high-value opportunities that solve real-world problems. Based in the UK, she holds an MSc in Human-Computer Interaction and is an active mentor in the research community. Outside of work, Caroline loves literature, board games, exploring new places with her dog Artie, and is currently learning to paint.

Tomaso Vido

Lead User Researcher at Monzo

Tomaso is a Lead User Researcher at Monzo with a background in Psychology and Human Communication, currently focusing on the Business Banking collective. He also collaborates with BAU and BTS in Barcelona as guest professor. Having previously worked as a Staff Researcher and Research Manager at industry leaders like Glovo and eDreams, he specializes in qualitative methodologies and eye-tracking technology—the study of human visual behavior. Originally from Milan, Tomaso has lived in Spain for a decade. When he’s not deciphering user insights, he’s usually outdoors enjoying sports or spending time with his two-year-old daughter.

Izak Nel

Lead Data Scientist at Monzo

Izak is a Lead Data Scientist at Monzo, where he works in small and medium sized business banking, working on customer understanding and monetisation initiatives. Based in London and originally from South Africa, he uses data, spanning product analytics, statistics, and machine learning, to guide product and business strategy. A recent convert to wider research methodology, he is particularly interested in combining quantitative and qualitative research methods to get deep understanding of the interaction between human behaviour and digital products. Outside of Monzo, he’s learning the ukulele, competes in amateur gymnastics competitions and spends as much time in nature as he can.