Product Manager, Contact Channels
London
Operations – Service Excellence Ops /
Employee - Permanent /
Hybrid
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
As a Product Manager, you'll play a pivotal role in our growth journey. You'll drive 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 deliver quality and value with each release. You’ll drive the contact channel strategy and create an inspiring product vision based on a deep understanding of market opportunities and customer needs. You will work with stakeholders to align on strategic priorities, and ensure we deliver in-line with expectations.
- Technology delivery: You will work with developers/engineers to turn product features into a working solution. You’ll have experience of data-driven prioritisation and planning, where there is an abundance of opportunity all whilst supporting key business growth initiatives and new financial product launches.
- Analysis: You will analyse customer behaviour in a quantitative and qualitive fashion to drive customer insight and future product development. You’ll work cross-functionally to establish best in class product analytics, enabling success metrics to drive prioritisation and measure value delivered.
- Customer empathy: Understanding the customer needs, wants and objectives. You will drive 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 focus on customer's needs, establishinga high level of empathy.
About you...
- You have experience in developing chat and voice digital solutions and using AIto resolve customer queries before speaking to an agent, whilst providing a top-tier customer experience.
- You act like an owner by always driving measurable value through our contact channels, focussing 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 support people, motivating others with your approach and providing mentorship and support when needed.
- You collaborate effectively within the tribe and 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.
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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 open-plan, riverside London Bridge office 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.
