Product Manager - Service Excellence

Our Story

Hello there. We’re Zopa.

We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com!

We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.

If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife

Our Service Solutions Tribe own the technology and platforms used across the operation, including our customer contact channels. This ensures we have best in class live chat and voice IVR experiences, agent desktop where we aim to make it easy and quick for agents to serve customers, and a range of backend services and systems. These system sand processes are instrumental in supporting the business in our aim to deliver top-tier customer support for our wide range of key financial products, from easy access savings to credit cards. We're even planning to launch a current account later this year.

The Role:

As a Product Manager in the Service Solutions Tribe, you will work closely with various stakeholders across the business to create and deliver product roadmaps for several domains within the Tribe that align to our OKR framework, delivering value both to the business and our customers. You’ll translate your product roadmaps into meaningful projects that you will be responsible for delivering. You’ll work in cross functional squads including delivery, engineering, and quality assurance to deliver our roadmap items, releasing value quickly and iteratively, managing risk and identifying any blockers to progress.

Some of the key skills and experience expected of our Product Managers are:

• Product development: You’ll help ensure we have product roadmaps that reflect a deep understanding of the business objectives, and the most valuable problems to solve within Operations, and Service Solutions. You will translate customer (or agent) needs into specific product features through effective product discovery. You’ll work with stakeholders across the business to align on priorities, end ensure we deliver in-line with expectations. You’llinitiate effective product and process optimisations, unlocking competitive advantages.

• Technology delivery: You will drive alignment on delivery timelines and write requirements. Lead short-term prioritisation and planning with a development team. Use your understanding of stack and architecture to lead in-depth planning of technical features.

• Analysis: You will collaborate with stakeholders to clearly articulate the value our products bring. You’ll also define success metrics to gauge their impact. Working closely with the engineering team, you’ll ensure that these metrics are built into the product, allowing us to effectively measure and demonstrate the value our products deliver.

• Customer empathy: Understanding the customer needs, wants and objectives. You will lead the squad’s user research (discovery) using a holistic approach that effectively combines qualitative and quantitative data to generate and validate assumptions about customer's behaviour. You’ll define/identify segments of the target audience, and keep the team's focus on customer's needs, establishing a high level of empathy.

About you:

• You are an experienced Product Manager with 3+ years’ experience and are outcome and delivery focussed.
• You act like an owner by managing the team agenda, and ensure they focus on the right things at the right times.
• You manage stakeholders and are trusted by stakeholders outside the tribe to act in their interests, proactively keeping them informed and aligned.
• You have experience of leading/working with cross functional teams including engineering.
• You help ensure that the goals, objectives and key results for the team are met through successful delivery.
• You regularly give and receive feedback, recognising and using it as an opportunity to grow professionally.

Join us at Zopa and become a driving force behind our product and technical excellence, and customer-centric approach. As the Product Manager, Service Solutions, you'll play a pivotal role in ensuring our products and services provide a seamless and secure experience for our support agents and growing customer base. Come and be a part of our exciting future in the world of finance!

#LI-JR

Flexible working? Yes please!

At Zopa we value flexible ways of working. We understand the benefits of face-to-face collaboration and the importance of a good work-life balance. Our teams work in a hybrid manner, from our vibrant UK offices and the comfort of their own homes, at a frequency that suits the team and the work they do.

Not only that – you'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.

*Subject to having the right to work in the country of choice

Diversity Statement

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.