Associate Product Manager

Lendable; City Of London; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading fintech company in London is seeking a data-driven Associate Product Manager to join their dynamic product team. In this pivotal role, you will drive automation within Operations and collaborate with multiple teams to enhance customer interactions through AI. Ideal candidates will have strong analytical skills and experience in operational processes, and they will work closely with product managers to implement impactful solutions. This position offers a flexible working arrangement, competitive compensation, and a culture focused on ownership and learning.

Benefits

Best-in-class compensation

Equity options

Flexible working arrangements

Private health insurance

Fully stocked kitchen

Qualifications

• Experience in credit cards, lending, payments or fintech preferred.
• Experience working in a start-up/scale-up environment is a bonus.
• Experience with AI-driven or automated customer interactions is desirable.

Responsibilities

• Lead identification, scoping, and implementation of new AI journeys.
• Analyse customer call flows to identify high-impact deflection opportunities.
• Evaluate deflection strategies and mitigate customer pain points.
• Leverage data to monitor AI Agent performance.
• Review customer conversations to diagnose failure points.
• Write and iterate on high-performing prompts.
• Partner with PMs to prioritize self-serve features.
• Run structured experiments and A/B tests.

Skills

Strong analytical skills

Experience improving operational processes

Excellent written communication skills

Strong cross-functional project management

Clear verbal communication

Familiarity with support automation platforms

Education

2+ years in an analytical role

Tools

Intercom

Conversational AI tools

Job description

About Lendable

Lendable is on a mission to build the world's best technology to help people get credit and save money.We're building one of the world’s leading fintech companies and are off to a strong start:

• One of the UK’s newest unicorns with a team of just over 600 people

• Among the fastest-growing tech companies in the UK

• Profitable since 2017

• Backed by top investors including Balderton Capital and Goldman Sachs

• Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)

So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days.

We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.

Join us if you want to

1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1

2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo

3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting

About the role

We’re looking for a strategic, data-driven Associate Product Manager (APM) to join our dynamic product team in one of Europe’s only profitable Unicorns. You’ll play a pivotal role in driving automation in our Operations department, where our vision is to automate >80% of all customer interactions using AI chat bots and agents. In this role, you will partner closely with product, operations, engineering, data, and support teams to design and implement automated experiences that deliver effective automation, whilst maintaining excellent customer service. If you thrive on solving problems, scaling impactful solutions, and driving innovation, we’d love to hear from you.

APMs at Lendable take day to day ownership of their product and work closely with teams such as Engineering, Credit, Growth and Operations to take the business to the next level. It’s your job to break down complex tasks into bite sized deliverables and prioritise projects according to their maximum impact. You’ll be comfortable getting into the details but also looking at the big picture and helping Lendable grow. You’ll work closely with our Loans, Cards and Motor product teams, to help convert any pain points into solutions; and you’ll enjoy the occasional trip to our customer service office in Kent.

We’re looking for APMs who are curious, proactive, and excited to learn fast. You don’t need to come with years of experience, we care more about your mindset, raw product thinking, and ability to grow. You’ll be working alongside other PMs in the team and supported by experienced PMs across Lendable to grow your skills.

What you’ll do:

• Lead the identification, scoping, and implementation of new AI journeys on email/chat, with a focus on driving measurable improvements in resolution rate and overall quality assurance (QA) scores

• Analyse customer call flows and behavioral pathways to identify high-impact deflection opportunities on calls, and design improved IVR routing and voice-AI experiences which reduce reliance on humans

• Evaluate potential unintended consequences of deflection strategies and proactively mitigate customer pain points

• Leverage data to monitor and report on AI Agent performance and create the long term roadmap to drive non-human resolution across all customer support channels

• Manually review customer conversations to diagnose failure points and inform prompt/policy design for our chatbot

• Write, test, and iterate on high-performing prompts, ensuring responses are context-aware, complaint, accurate, and aligned with product intent.

• Partner with PMs across each of our products to ensure:

  • Critical self-serve features are prioritized and built

  • The necessary data is exposed to our services for personalised, context-rich responses and effective deflection

• Run structured experiments and A/B tests to evaluate changes and drive continuous optimization.

• Ensure all development and deployment activities minimise risk and adhere to relevant regulatory guidelines and industry best practices
  

Experience:

• 2+ years of work experience in an analytical role within Tech, Finance, Management Consulting or similar roles preferred

• Bonus: Experience working in start-up/scale-up environment preferred but not required

• Bonus: Experience in credit cards, lending, payments or fintech is a bonus but not a requirement

What Skills You’ll Need:

Essential:

• Strong analytical skills - comfortable with data exploration, funnel analysis, experiment design, and creating clear insights that drive decision-making

• Experience improving operational processes or working on efficiency-focused product initiatives.

• Excellent written communication skills, with the ability to craft clear, reliable, context-aware AI prompts

• Strong cross-functional project management - able to coordinate across product teams, engineering, operations, and data.

• Clear, concise verbal communication and negotiation skills, especially when proposing change or presenting data-driven insights.

• Familiarity with support automation platforms, ideally Intercom/Fin or similar conversational AI tools.

Desirable:

• Experience with AI-driven or automated customer interactions (e.g., chatbot design, prompt writing, conversation analysis, or AI product work)

• Understanding of backend data structures, APIs, or how to work with engineering to expose needed data.

• Experience in financial services, regulated industries, or multi-product organisations.

• Exposure to customer support operations or customer experience design.

Why Join Us?

• Work on high-impact products that redefine financial access and empower customers.

• Join a top-tier team with a track record of building category-defining fintech solutions.

• A culture of ownership, speed, and continuous learning

Interview Process

• Screening Call with a recruiter

• Task to complete in your own time

• 45 minute interview with a Head of Product

• Final Interviews with stakeholders

Life at Lendable

• The opportunity to scale up one of the world’s most successful fintech companies.

• Best-in-class compensation, including equity.

• You can work from home every Monday and Friday if you wish - on the other days, those based in the UK come together IRL at our Shoreditch office in London to be together, build and exchange ideas.

• Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday.

• We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to private health insurance

• We're an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in London

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