Associate Product Manager

Associate Product Manager

London, England, United Kingdom

Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start:

• One of the UK’s newest unicorns with a team of just over 600 people
• Among the fastest‑growing tech companies in the UK
• Profitable since 2017
• Backed by top investors including Balderton Capital and Goldman Sachs
• Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)

• Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
• Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
• Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting

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.

• 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‑correct, accurate and aligned with product intent
• Partner with PMs across each of our products to ensure
  • Critical self‑serve features are prioritised 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 optimisation
• Ensure all development and deployment activities minimise risk and adhere to relevant regulatory guidelines and industry best practices

• 2+ years of work experience in an analytical role within Tech, Finance, Management Consulting or similar
• Bonus:
  Experience working in a start‑up/scale‑up environment
• Bonus:
  Experience in credit cards, lending, payments or fintech (not required)

• 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

• Experience with AI‑driven or automated customer interactions (chatbot design, prompt…