Zopa Bank

Product Manager

• Own a defined area of the Unsecured Personal Loans growth roadmap from opportunity sizing through launch, measurement and iteration
• Turn commercial and customer signals into product strategy and prioritize opportunities
• Shape the origination and decisioning experience, including rules, journeys and data behind loan offers
• Lead cross-functional discovery with Engineering, Credit Risk and Data Science
• Develop propositions that give customers greater clarity and confidence before a full application
• Decide scope and sequencing while balancing customer value, risk, commercial return and engineering effort
• Use data to uncover friction, validate hypotheses and quantify impact
• Bring growth ideas into the roadmap, including smarter use of existing data, external data sources and partner opportunities
• Translate complex lending and technical problems into decisions senior stakeholders can support
• Build, launch and continually improve products supporting Zopa’s growth as a leading unsecured lender

Customer Support

• Manage, organise and coordinate the day-to-day work of a team of customer service agents
• Deliver the highest standards of customer service
• Support front-line agents and work directly with customers to resolve escalated and varied queries
• Oversee team performance and act on insights to improve processes continuously
• Work closely with the current account product team to improve the product and represent customer and team feedback
• Ensure product-led initiatives are implemented effectively within the team
• Manage department resources in real time to meet internal compliance and quality KPIs
• Monitor queue levels and report risks and issues to senior management
• Collaborate with workforce management and planning teams to match staffing to demand
• Ensure customer and stakeholder enquiries meet business performance and service standards
• Foster a supportive, high-performance team culture aligned with company values
• Drive individual and team performance through one-to-ones, feedback, coaching and performance goals
• Prepare KPI updates and action plans for the line manager
• Report operational risks to the Head of Department
• Use data to make informed decisions and identify continuous improvement opportunities
• Maintain department knowledge to support escalations and deliver training and onboarding
• Own initiatives supporting broader operational goals and Zopa key results
• Identify improvement areas through change forums and support implementation and rollout with clear communications

Customer Service Team Leader

Platform Engineer

• Own delivery of meaningful cloud infrastructure and migration work
• Build and improve infrastructure-as-code, containers and cloud automation
• Work with engineers to understand needs and improve the developer experience
• Help make platform services secure, reliable, observable and maintainable
• Learn and apply Zopa’s AWS, Kubernetes and CI/CD patterns
• Contribute to shared standards, documentation, code review and continuous improvement
• Support business-critical services through the shared on-call rota
• Contribute to the Cloud Infrastructure team’s major migration and development of self-service tooling and engineering guardrails

Product Analyst

• Partner with Product Managers, Designers, Engineers, and Analysts across Zopa to deliver trusted insights for decisions and improve the Joint Account product
• Design and evaluate statistically rigorous experiments to support rapid, iterative product development
• Define metrics serving as the source of truth for product performance, user experience quality, and progress on key results
• Own the analytics roadmap, identify analysis opportunities, and prioritize high-impact work
• Develop AI-enabled analytics tools for natural-language insight generation and internal data applications
• Develop a detailed understanding of customers and how they use the account
• Guide product development toward innovative features and experiences
• Own customer outcomes
• Communicate insights to stakeholders at all levels, including managers and leadership

Product Analyst, Mid and Senior Level

Business Intelligence Developer

• Design, build and maintain dashboards using Tableau or similar BI tools
• Use SQL to explore data, build structured datasets and deliver repeatable analysis
• Partner with stakeholders to understand business problems and develop practical analytical solutions
• Define, document and maintain clear, trusted metrics
• Deliver recurring MI and self-serve reporting supporting operational and risk decision-making
• Work with Analytics Engineering to design and improve core data models, including modernising stored-procedure logic into maintainable transformations
• Improve data quality, reporting standards and analytics-product usability
• Support performance monitoring across operational or risk-focused domains
• Build trusted data pipelines, semantic layers and self-serve reporting
• Support Collections & Recoveries or Fraud & Financial Crime teams according to experience, interests and business need

Senior BI Analyst – Fraud & Financial Crime, Collections & Recoveries

• Analyse enrichment data using Python and SQL to understand where and why enrichment falls short
• Quantify problems and build evidence for potential fixes
• Surface product opportunities, recurring failure modes, systemic fixes, and signals for new products
• Determine how proposed solutions should behave, including inputs, limitations, and accuracy, cost, and coverage trade-offs
• Build quick test harnesses to test hypotheses before engineering resources are committed
• Design and run evaluations, including LLM-as-judge approaches
• Translate findings into recommendations for Product and Engineering
• Monitor developments in AI and data quality tooling and assess techniques for transaction enrichment
• Understand shortcomings in AI-driven transaction enrichment and shape future product development
• Work closely with the Product Manager and Engineering to integrate findings into the roadmap and real product changes
• Improve transaction enrichment capabilities, including merchant tagging, category assignment, data quality, and integration with data models and customer-facing products

Product Manager

Customer Service Team Leader

Platform Engineer

Product Analyst, Mid and Senior Level

Senior BI Analyst – Fraud & Financial Crime, Collections & Recoveries

Senior Product Analyst, Transaction Enrichment