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

The Role

The Service Excellence Tribe is focussed on ensuring that when our customers need help, they get best in class support and their query is resolved efficiently and first time! This might be down to our bots in our voice and live chat channels, some of our digital self serve journeys, or it could be through our agents, where we ensure that agents are equipped with all the tools they need at their fingertips! The overarching focus of our tribe is to:

- Deliver an outstanding customer experience that drives a market leading NPS

- Make our agents lives easy – happy agents will mean more happy customers!

- Drive significant cost efficiency and the ability to scale quickly through leveraging best in class technology and AI

A day in the life:

Vision and Strategy: Establishing the long-term vision and strategic direction for Service Excellence, ensuring they align with the company’s goals and our customer/agent needs.
Develop deep customer empathy and understanding: Whether its actual customers, or our agents, you will lead research to unsure we deeply understand problems and opportunities to solve for. This could include listening to calls and sitting side by side with our agents.
Discovery: Leading discovery to ensure that once we have understood the problem, we prototype and wire frame to validate and refine solutions before building
Product Planning: Defining the product roadmap and setting clear milestones for development, launch, and iteration phases.
Cross-Functional Leadership: Leading cross-functional teams, including engineering, design, delivery, and analysts
Performance Monitoring: Tracking product performance using key metrics, analysing data, and making informed decisions to enhance product value.
Customer Advocacy: Ensuring that customer (or agent) feedback is integrated into product development to create user-centric solutions
Innovation Management: Encouraging innovation within the team to see how we can deliver more value for users and drive significant efficiency through leveraging the latest technology including AI
Team Development: Building and nurturing a high-performing product team, fostering a culture of excellence and continuous improvement.

About you:

Leadership Excellence: As a seasoned Product leader, you will bring a wealth of experience in steering large, cross-functional teams. Your leadership is characterised by a robust ability to synchronise diverse departmental efforts, ensuring that collaboration translates into innovation and excellence in product development.
Customer-Centric Vision: At the heart of our product strategy lies a profound customer obsession. You prioritise customers above all, dedicating yourself to understanding their needs and experiences. This unwavering commitment ensures that every product decision you make is with the user in mind.
Analytical Acumen: You will have excellent analytical skills. With a proven track record of leveraging data to inform strategic decisions. You embody the essence of a data-driven leader. Your expertise ensures that every product initiative is backed by solid evidence and thorough analysis.
Communication and stakeholder management: you will be well versed in dealing with a wide range of stakeholders and competing demands. You will excel at communicating the Tribe’s roadmap as well as ensuring that the Tribe is known for the great work they are delivering
Experience with agent tooling (nice to have): You have some previous experience in leading teams developing internal tooling vs external customers

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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.

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