Senior Product Manager - Conversational Banking at N26

on-site · full-time · Visa sponsorship

Apply for this role at N26

Responsibilities:
- Re-engineer end-to-end service processes across channels, cases and back-office to remove waste and reduce failure demand.
- Lead optimisation and scaling of Salesforce as the core case-management backbone to boost agent productivity.
- Identify high-volume, low-complexity tasks and remove them via automation, smarter tooling and redesigned journeys.
- Own operational readiness for launches: tooling, compliance sign-off, agent enablement and rollout coordination.
- Translate contact metrics (drivers, handling time, failure demand, agent feedback) into a prioritized roadmap.
- Influence senior stakeholders and present progress, trade-offs and outcomes to leadership and SteerCo.
- Work cross-functionally with product, design, engineering and analytics to deliver measurable efficiency gains.

Requirements:
- 5+ years product management experience, with substantial time owning platforms/tooling used by operations or agents.
- Proven record delivering workflow automation and measurable operational savings.
- Experience with contact-centre technology (routing, case management, telephony integration); AWS Connect knowledge a plus.
- Practical experience applying AI for agent-assist, knowledge surfacing or automated journeys is advantageous.
- Experience in banking/fintech or regulated industry, including coordinating compliance/legal approvals.
- Strong quantitative skills; able to build and interpret operational dashboards (Power BI/SQL or similar).
- Excellent stakeholder management, communication and programme leadership skills.