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About the Role
We are seeking a Product Manager to own end-to-end onboarding journeys across Credit and Banking for both new and existing customers. This involves designing and optimizing flows across our platform, from initial sign-up to account activation, and contributing to the company's strategic dominance in the SME industry.
Responsibilities
- Owning the end-to-end design and delivery of onboarding journeys across Credit and Banking, for both new and existing customers
- Mapping the full journey including "unhappy paths", where customers drop off, get flagged, or need manual intervention, and optimising for efficiency
- Driving discovery and competitor research to identify opportunities to improve onboarding
- Collaborating with engineers and designers to scope solutions, balancing customer experience with system architecture and compliance requirements
- Presenting recommendations to stakeholders and driving delivery through to completion
- Thinking longer-term about platform capabilities, building reusable, configurable components that scale across products
- Using data and customer insight to prioritise the right problems
- Help Capital on Tap achieve long term strategic dominance in the SME industry
Requirements
- 3-5 years of experience in product management, with some experience building or improving customer onboarding flows, or an equivalent UX/flow design background
- Comfort working across both front-end user experience and back-end system architecture
- Either existing knowledge of financial services and compliance concepts (KYC, KYB, IDV), or direct onboarding journey optimisation experience, ideally both
- Strong organisational skills to thrive in chaos and remain calm among the everyday pressure of workload and delivery
- The ability to synthesise large amounts of information and distill a problem down to its essence
- Experience partnering with Product and Engineering to communicate direction to stakeholders
- Bonus: Experience with rewards, loyalty programmes, or subscription billing systems
Skills
- Product Management
- Customer Onboarding
- UX/Flow Design
- Front-end User Experience
- Back-end System Architecture
- Financial Services
- Compliance Concepts (KYC, KYB, IDV)
- Onboarding Journey Optimisation
- Organisational Skills
- Data Analysis
- Customer Insight
- Stakeholder Communication
- Rewards Programmes
- Loyalty Programmes
- Subscription Billing Systems
Location
- London
Work Type
- 3 days in office
Experience Level
- 3-5 years
Benefits
- Private Healthcare including dental and opticians services through Vitality
- Worldwide travel insurance through Vitality
- Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
- Salary Sacrifice Pension Scheme up to 7% match
- Octopus EV Salary Sacrifice Scheme
- 28 days holiday (plus bank holidays)
- Annual Learning and Wellbeing Budget
- Enhanced Parental Leave
- Cycle to Work Scheme
- Season Ticket Loan
- 6 free therapy sessions per year
- Dog Friendly Offices
- Free drinks and snacks in our offices
About the Company
- Capital on Tap started because small businesses were underserved by big banks. Today we're a financial platform offering a best-in-class business credit card, SME-focused spend management platform, a savings product, and a growing suite of tools and financial products.
- We have 1,000+ employees, £20bn in annual card spend, 200,000+ customers, and 17,000+ Trustpilot reviews averaging 4.7 stars. We are profitable and just getting started.
- Our Product team sits at the heart of everything we build, moving fast and working closely with engineering to obsess over outcomes for our customers.
Equal Opportunity
- We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.