Product Manager - Operational Improvement
London
Service Excellence – Service Excellence /
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 rapidly scaling business, we are looking for a Product Manager who will drive improvement across our complex operation.
The role sits within our Insights Team, where we have all the tools needed support the operation in improving our customer experience, efficiency and digital contact channels. You'll be managing a small team in identifying, prioritising and implementing improvements in alignment with our strategic initiatives. This role will take you across the business, working cross-functionally with our Product and Operational teams.
Zopa has ambitious goals in scaling customers and to achieve this growth, we will need to improve our efficiency across our UK operation and outsourcer, whilst driving exemplary customer experience. You will own key metrics to improve performance and drive the agenda to make a measurable impact. This is a high-ownership role with the ability to make a real difference to Zopa and our customers.
If you’re excited by the prospect of breaking constraints, driving change and problem solving across a diverse range of improvement opportunities then this is the role for you.
About you
- You're outcomes focused – you have a bias for action to ensure we are consistently progressing towards the end goal.
- When you see a blocker to progress, you don’t let that stop you, you enjoy overcoming challenges.
- You have experience influencing teams in a complex organisation with many competing priorities.
- You use data to drive your decisions and identify opportunity to improve.
- You care passionately about helping our customers.
- You collaborate with other teams that are affected by projects or decisions and are comfortable working with Senior Stakeholders.
- You help drive goals, objectives and key results setting for the team.
- You’re comfortable combining quantitative and qualitative evidence to drive your decision-making process.
- You keep an eye on the bigger picture, making sure we are always working on the right things at the right times.
- You have experience managing and developing a team.
- You regularly give and receive feedback, recognising and using it as an opportunity to grow professionally.
- Ideally, you have experience at a Fintech, but this isn’t imperative!
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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.
