Company Overview

The organisation develops digital financial services designed to make customer access, account setup, and ongoing platform usage more efficient. Its product and operations teams focus on reducing unnecessary friction, improving service accessibility, and ensuring that customer journeys meet business, security, and regulatory requirements.

Role Summary

The Customer Onboarding Product Manager will own the product experience from initial registration through account verification and activation. The role focuses on improving onboarding completion, reducing avoidable drop-offs, simplifying digital workflows, and coordinating the delivery of enhancements across product, engineering, design, compliance, and customer operations.

The ideal candidate combines customer-centred product thinking with a strong understanding of digital onboarding, workflow optimisation, and measurable product outcomes.

Key Responsibilities

• Define the onboarding product strategy and maintain a roadmap for registration, verification, and account activation journeys.

• Analyse customer behaviour to identify friction points, incomplete applications, and unnecessary process complexity.

• Translate customer needs and operational requirements into clear product specifications and user stories.

• Partner with UX/UI designers to improve onboarding forms, navigation, instructions, and accessibility.

• Collaborate with engineering teams to deliver onboarding improvements and integrate relevant platform capabilities.

• Work with compliance and operations teams to incorporate identity verification, customer due diligence, and applicable regulatory requirements.

• Establish and monitor product metrics, including onboarding conversion, completion time, abandonment rates, and verification outcomes.

• Design and evaluate experiments to test changes to onboarding flows and improve measurable outcomes.

• Coordinate user acceptance testing, release planning, and post-launch performance reviews.

• Maintain documentation covering customer journeys, product decisions, requirements, and dependencies.

• Present product performance findings and recommendations to internal stakeholders.

Requirements and Qualifications

• Bachelor’s degree in Product Management, Business, Information Systems, Computer Science, or a related discipline.

• Experience managing digital products, preferably involving customer onboarding, account opening, identity verification, or fintech services.

• Understanding of customer journey mapping, funnel analytics, and conversion optimisation.

• Experience writing product requirements and coordinating cross-functional delivery.

• Familiarity with Agile methodologies and product management tools such as Jira or equivalent platforms.

• Ability to use analytics and customer feedback to prioritise product improvements.

• Understanding of KYC, identity verification, and data protection concepts is an advantage.

• Strong communication, organisation, and stakeholder management skills.

• Ability to manage competing priorities and work effectively with remote teams.

Benefits

• Fully remote working arrangement within Estonia.

• Opportunity to improve customer experiences across important digital journeys.

• Collaboration with product design, engineering, compliance, and operations professionals.

• Professional development in product strategy, experimentation, and customer experience optimisation.

• Opportunity to contribute to measurable improvements in digital service delivery.

Application Instructions

Applicants should submit an up-to-date CV outlining relevant product management experience, customer onboarding projects, and measurable product improvements. Candidates may include a portfolio or concise case studies demonstrating their approach to customer journey optimisation.

Please submit your application through the relevant recruitment channel and follow its application instructions.

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