Associate Product Manager, Lendable

• If you thrive on solving problems, scaling impactful solutions, and driving innovation, we’d love to hear from you
• 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
• 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
• 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

• 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
• 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
• You’ll be working alongside other PMs in the team and supported by experienced PMs across Lendable to grow your skills
• 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

• Screening Call with a recruiter
• Task to complete in your own time
• 45 minute interview with a Head of Product
• Final Interviews with stakeholders