Senior Product Manager - Servicing

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We are looking for an experienced Senior Product Manager to join our growing team at OakNorth and help us to revolutionise SME banking.

We have grand ambitions to help the UK's most ambitious businesses, and your role as Senior Product Manager will be to define, design and deliver the best customer service experience for SMEs.

Customer delight is a core value at OakNorth, and central to our mission of revolutionising banking for SMEs. We believe that well-designed experiences, which allow our internal teams to do their job effectively and efficiently, are pivotal to our mission. The 'Servicing' product squad is responsible for ensuring our internal teams are equipped to deliver exceptional experiences for our customers, from initial conversations to in-life support.

As a Senior Product Manager, you will be responsible for defining the product vision, strategy, and roadmap for servicing, and will work closely with engineering, design, our business partners, and operations teams to deliver solutions that make a difference.

The role

• Contribute to product strategy and drive the product roadmap - own, manage, and make recommendations for a product roadmap that reflects the needs of our internal customers, so that they can effectively support our external customers
• Become a subject matter expert - be the go-to person in your product area for Product and internal stakeholders. Understand the broader market, competitor landscape, and emerging trends to identify gaps and opportunities
• Deliver business outcomes - establish Objectives and Key Results (OKRs) for your product area that drive tangible product outcomes and track your team's progress against them
• Build relationships and collaborate - within the immediate team, between functions, and across the whole organisation
• Solve complex problems - be able to clearly define the problem from various aspects (customer, commercial, technology, and internal users) and define deliverables to solve the problem
• Perform user discovery - gather insights through interviews, workshops and feedback sessions to improve products continuously.
• Prioritize and deploy these activities to understand users wants, needs, and pain points
• Work closely with Engineering/Design - work with engineers and designers to define and deliver solutions that solve user problems
• Continually strive to make your product better!

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We would love you to

• Have experience shipping successful, user-centric digital products in a fast-growing company
• Be data-driven, passionate about metrics, and intellectually honest about how your product is performing
• Ideally have experience working on internal tools and working with internal users, or if not, be able to articulate how you would leverage your experience to this new challenge
• Balance innovative thinking with the ability to earn trust across the broader organisation by delivering business outcomes
• Possess exceptional written and verbal communication skills with an ability to distil a complex topic in a simple, easy-to-understand recommendation for stakeholders in distinct functions to you
• Demonstrate strong presentation and storytelling skills with an ability to take people on a journey from the very beginning
• Have significant independence/ownership for your product area
• Want to succeed in an environment where change and momentum are part of our culture and what has made us successful

How we expect you to behave

• We embrace difference and know that when we can be ourselves at work, we are happier, more motivated and creative. We want to be able to bring our whole selves to work, have our own perspectives and know that we belong. As such, through your behaviours at work, we expect you to reflect and actively sustain a healthy engineering environment that looks like this:
• A wide range of voices heard to the benefit of all
• Teams that are clearly happy, engaged, and laugh together
• Perceivable safety to have an opinion or ask a question
• No egos - people listen to and learn from others at all levels, with strong opinions held loosely

About Us

We're OakNorth Bank and we embolden entrepreneurs to realise their ambitions, understand their markets, and apply data intelligence to everyday decisions to scale successfully at pace.

Banking should be barrier-free. It's a belief at our very core, inspired by our entrepreneurial spirit, driven by the unmet financial needs of millions, and delivered by our data-driven tools.

And for those who love helping businesses thrive? Our savings accounts help diversify the high street and create new jobs, all while earning savers some of the highest interest on the market.

But we go beyond finance, to empower our people, encourage professional growth and create an environment where everyone can thrive. We strive to create an inclusive and diverse workplace where people can be themselves and succeed.

Our story

OakNorth Bank was built on the foundations of frustrations with old-school banking. In 2005, when our founders tried to get capital for their data analytics company, the computer said 'no'. Unfortunately, all major banks in the UK were using the same computer - and it was broken.

Why was it so difficult for a profitable business with impressive cashflow, retained clients, and clear commercial success to get a loan?

The industry was backward-looking and too focused on historic financials, rather than future potential.

So, what if there was a bank, founded by entrepreneurs, for entrepreneurs? One that offered a dramatically better borrowing experience for businesses?

No more what ifs, OakNorth Bank exists.

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