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
