Product Owner - CX

DolarApp; London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading financial technology firm in London is seeking a Product Manager to build and lead a team focused on enhancing customer experiences. You will implement innovative solutions and coordinate closely with Customer Support. Ideal candidates have over 3 years of relevant experience and strong analytical skills. This role comes with competitive salary and equity bonuses.

Benefits

Competitive salary

Sign-on equity bonus

Discretionary performance equity bonus

Latest technology to work with

Qualifications

• 3+ years of experience in a high-paced company environment.
• Demonstrated experience of building self-serve products.
• Working proficiency in English.

Responsibilities

• Build and lead a team for customer interaction initiatives.
• Implement AI workflows in customer support.
• Collaborate closely with the Customer Support team.

Skills

Product design

Customer empathy

Analytical skills

KPI-driven approach

Tools

SQL

Job description

What you'll be doing

• You will build and lead the team responsible for multiple ways our customers interact with DolarApp product and wider team - chatting with customer support, updating their account details, submitting information for compliance checks, etc.

• You will be leading implementation of AI workflows in customer support and related UI initiatives

• Your main goals will be improving our customer experience and minimizing the number of customer support requests

• Our Customer Support team is going to be your main ally - you will need to work closely together with them to deliver the best customer experience possible

• You will be 120% hands-on - expect a green-field project where you need to be the recruiter / data analyst / product designer all at once for a period of time until you build a team around you.

What you'll need

• Excellent product taste and customer empathy - you can demonstrate experience of building self-serve products with high level of detail

• Ability to demonstrate KPI-driven approach - be ready to showcase how you improved business metrics through products you shipped

• 3+ years of experience in a high-paced company environment - management consulting, investment banking, PE, VC-backed company

• Excellent analytical skills - being comfortable to spend a few hours with SQL to understand customer pain-points and present summarized findings

• Working proficiency in English

• Based in London, UK (we can sponsor a visa)

Benefits

• Competitive salary and sign-on equity bonus

• Discretionary performance equity bonus

• Latest technology to work with

• Strong team that will help you improve your skills

About Us

• At DolarApp we strive to change the way hundreds of millions of people in Latin America approach their everyday finances

• We are a product-oriented company: do not expect to be working on legacy products but building world-class financial products from the ground up

• We’ve hired some of the most talented people out there who have done it before – and we want you to join them.