Associate Product Manager
Lendable
full-time
Posted on:
Location Type: Hybrid
Location: London • 🇬🇧 United Kingdom
Visit company websiteJob Level
JuniorMid-Level
About the role
- Take ownership across a broad remit.
- 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.
- 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.
- Write, test, and iterate on high-performing prompts, ensuring responses are context-aware, complaint, accurate, and aligned with product intent.
- Run structured experiments and A/B tests to evaluate changes and drive continuous optimization.
Requirements
- 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
- 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.
Benefits
- Best-in-class compensation, including equity.
- You can work from home every Monday and Friday if you wish - on the other days, those based in the UK come together IRL at our Shoreditch office in London to be together, build and exchange ideas.
- Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday.
- We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to private health insurance.
- We're an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in London.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisfunnel analysisexperiment designAI journey implementationIVR routingvoice-AI experience designprompt writingA/B testingoperational process improvementcustomer experience design
Soft skills
analytical skillswritten communicationcross-functional project managementverbal communicationnegotiation skillsdecision-makingcustomer service orientationproblem-solvingcollaborationadaptability