Product Manager (Onboarding)

📍 London | 🏢 3 days in office

Product at Capital on Tap 🚀 Our Product team sits at the heart of everything we build. We move fast, work closely with engineering, and obsess over outcomes for our customers.

We're growing our Product team and are seeking a Product Manager to own end-to-end onboarding journeys across Credit and Banking, for both new customers and existing customers cross-selling into new products. This means designing and optimising flows that live across our platform, from initial sign-up through to account activation. 

What you'll be doing:

• 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 so we're not rebuilding the same journey six times over
• Using data and customer insight to prioritise the right problems, not just the loudest ones
• Help Capital on Tap achieve long term strategic dominance in the SME industry

Our Values & Culture 🌞

• Just Pilot: We never settle for "good enough". We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it's hard.
• Owners and Dates: We don't chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We're Looking For 🔎

• 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

Interview Process 🤝

• Stage 1: A quick 30-minute virtual intro with our Talent team to get to know you.
• Stage 2: Meet the Senior Product Manager for Onboarding for 60 minutes. We can host you in the office or meet virtually.
• Stage 3:  60-90 minute Office Interview with the Director of Product and one other Product member.
• Stage 4: Meet the CEO for 30 minute chat.

Diversity & Inclusion 🌈
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.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our 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

Check out more of our benefits, values and mission here.