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Senior Product Manager - Service Excellence



London, UK
Posted on Friday, April 19, 2024
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!
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
At Zopa, we're gearing up for substantial growth with over 1 million customers and ambitious expansion plans. To support this, we're making substantial investments in our supporting systems and processes. These systems and 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 in 2024.
As a Senior Product Manager, you'll play a pivotal role in our growth journey. You'll own the product roadmap and work closely with stakeholders and engineering teams to deliver our longer-term strategic company initiatives, and the more tactical short-term changes, that enable the business to provide high quality customer care and support.

A day in the life...

  • Product development
  • Translating customer needs into specific product features, effective product discovery and roadmap milestones that delivery quality and value with each release.
  • You’ll drive the squad's strategy and create an inspiring product vision based on a deep understanding of market opportunities and customer needs.
  • You will work with high-level stakeholders to align on strategic priorities, and ensure we deliver in-line with expectations. You’ll initiate effective product and process optimisations, unlocking competitive advantages.
  • Technology delivery
  • You will work with developers/engineers to turn product features into working software.
  • You’ll effectively implement and evolve the processes and frameworks appropriate for a team set-up and a product stage.
  • You’ll lead long-term prioritisation and planning, and you’ll use your understanding of our tech stack and architecture to align on technological solutions and find compromises.
  • Analysis
  • You will analyse customer behaviour in a quantitative and qualitive fashion to drive customer insight and future product development.
  • You’ll define success metrics for a product and use expert knowledge in multivariate testing to drive measurable positive changes to user experience and key business metrics.
  • You’ll work with our data science team to establish best in class product analytics, and functionality for the products you’re responsible for.
  • 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 act like an owner by managing the team agenda, and ensure they focus on the right things at the right times.
  • You role model strong ownership of business processes, and oversight of operational risk management.
  • You manage stakeholders and are trusted by stakeholders outside of the tribe to act in their interests, proactively keeping them informed and aligned.
  • You drive and lead people, building high performance teams and supporting people when needed.
  • You lead product managers and engineering leads within own team and across others.
  • You provide mentorship and guidance for other product managers.
  • You collaborate within team and identify the skills/strengths of team as well specific skills gaps or learning opportunities.
  • You collaborate with other teams that are affected by projects or decisions.
  • You help drive goals, objectives and key results setting for the team.
  • 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 Senior 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!
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.