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About the Role
Own and evolve the platforms, processes, and tooling that support customer operations and communications across the bank, spanning Salesforce, customer support tooling, telephony, and communications delivery. Define and drive product direction, ensuring platforms and processes are reliable, scalable, well-controlled, and compliant. Bring structure to a broad and expanding domain, reducing operational and regulatory risk while improving team operations and customer communication.
Responsibilities
- Own end-to-end delivery across platforms and processes within scope.
- Define clear problems, outcomes, and success measures.
- Own prioritisation decisions.
- Maintain ownership from analysis through to implementation and ongoing optimisation.
- Own day-to-day management and improvement of Salesforce and associated tooling.
- Ensure platforms are configured effectively to support customer operations.
- Identify and resolve inefficiencies in processes and tooling.
- Maintain clear, structured ownership of system behaviour and process flows.
- Monitor operational performance, identifying issues, risks, and improvement opportunities.
- Ensure processes are robust, repeatable, and auditable.
- Own reporting, audit evidence, and quality management across the domain.
- Ensure customer communications are accurate, timely, and delivered effectively.
- Improve how communications are triggered, managed, and monitored.
- Shape future direction for how the bank communicates with customers as needs evolve.
- Balance operational efficiency with customer experience and clarity.
- Ensure processes and platforms support regulatory requirements, including GDPR and SARs.
- Work closely with Compliance and Risk to interpret and implement requirements.
- Maintain audit readiness and control effectiveness.
- Identify and mitigate operational and regulatory risk.
- Work closely with Engineering to deliver changes across platforms and integrations.
- Engage confidently on system behaviour, configurations, and constraints.
- Contribute to solution design while respecting engineering ownership of implementation.
- Work closely with Customer Operations, Customer Services, Compliance, Risk, and Engineering.
- Communicate clearly and bring stakeholders together to resolve issues and drive improvements.
- Support alignment across teams in an increasingly complex domain.
Requirements
- Strong product management experience, ideally in platform or operations-focused roles.
- Experience working with CRM systems, ideally Salesforce, and operational tooling.
- Experience in regulated environments, ideally UK financial services.
- Strong understanding of operational processes and control environments.
- Comfortable working with technical systems, configurations, and integrations.
- Strong communication and stakeholder management skills.
- High ownership mindset, with flexibility to support wider Product priorities where it adds value.
Skills
- Salesforce
- Customer support tooling
- Telephony
- Communications delivery
- Product management
- Process management
- Platform management
- Data management
- GDPR
- SARs
- Gradient Labs
- AWS Connect
- Reporting
- Audit evidence
- Quality management
- Stakeholder management
Location
- UK
Work Type
- Hybrid working
Experience Level
- Mid-level
Salary/Compensations
- Competitive salary
Benefits
- Opportunities to learn, grow and progress professionally
- Open and inclusive culture
- Fantastic offices and great working environment
- Vitality Health Plan (includes private health insurance, travel insurance, gym discounts)
- Health cash Plan (Medicash health plan Level 3)
- 6% employer pension contribution
- Life assurance – 4 x salary
- Income protection insurance – 75%
- 28 days holiday plus 3 additional days, & further days for various key life events
- Opportunity to sell up to 5 days per calendar year
- Swap public/bank holidays each year for alternative days that align with your personal, cultural, or religious observances
- Enhanced family friendly and family forming policies
- Access to a wide range of retail discounts
- Team Socials
About the Company
- LHV Bank Limited is a UK-licensed bank operating across three core business segments: Retail Banking, SME Lending, and Banking Services (BaaS).
- The bank is a wholly owned subsidiary of LHV Group, a listed financial services provider headquartered in Estonia.
- LHV Bank operates under a full UK banking licence granted in May 2023.
- The Bank supports over 200 fintech clients with embedded financial infrastructure, provides retail savings products via digital channels, and offers SME credit solutions across the UK.
- In line with its regulatory responsibilities and growth ambitions, LHV Bank is committed to maintaining a robust and proportionate financial crime control environment.
- Expanding our services, LHV Bank now provides personal banking solutions.
- Our offerings include current accounts with competitive interest rates, fixed-rate bonds for long-term savings, and debit cards.
- Customers can conveniently access these services through the LHV App, enabling secure account opening and management.