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. 

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

Product Manager - Service Excellence

At Zopa we are building the best bank for UK consumers and their money. As part of our strategy, we are looking to enhance our operations to deliver better experience to our customers using cutting-edge AI technology to do so. We are building a new team, within our Service Excellence domain, with the aim of delivering a step change in our operational efficiency through employing technology to rapidly increase our customers’ ability to self-serve their queries, as well as enhance the tooling that we provide to our service agents so they can deliver a better service to our customers. At the heart of this strategy is the belief that we can leverage cutting edge automation and AI technology to achieve this. We are investing in a brand-new team to support this agenda. 

The Role: 

As a Product Manager you will be responsible for developing our Agent Tooling strategy and working closely with various stakeholders across the business to create and deliver the product roadmap. The strategy will deliver a step change in the tooling we provide our operational agents with, to improve the customer experience whilst simultaneously improving agent efficiency. 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, and Engineering to deliver your roadmap items, releasing value quickly and iteratively, managing risk and identifying any blockers to progress.   

About you

• Degree in quantitative subject from strong academic university  

• Product Management experience within a similar high growth business to Zopa. Or if limited Product Management experience then experience in a high-performance Consultancy/Banking/Tech business. 

• Strong analytical ability, whilst you will have support from dedicated insight analysts you will need to be comfortable analysing data yourself (e.g. grab & manipulate data),you will need to be able to demonstrate how you can apply analytical processes and concepts and ask the right questions to get the required insight.  

• Strong problem-solving abilities, e.g. can demonstrate how you have solved complex problems using a mix of quant and qual insight, balance first principal approaches vs applying heuristic, know when to use top down rather than bottom up 80:20 etc. 

• Great stakeholder management and communication skills. Clear written and oral communication is a minimum, needs to demonstrate how to manage multiple stakeholders with multiple (conflicting) views and goals to achieve outcomes. 

• Can demonstrate operating experience of operating with ambiguity, making effective decisions with uncertainty and drive own work forwards with autonomy to realise tangible results. 

• Ability to develop and own roadmap to drive measurable progress against an open-ended problem statement. 

Nice to haves

• Experience working in an operational facing role

• Experience working with AI 

• Experience working in Financial Services