About this role
Suspense thrives on uncertainty, a calculated pause that draws in the observer. In this pause, placeholders emerge as valuable cues. Their very presence suggests that what is yet unseen could hold the answers, a revelation or a solution. When used thoughtfully, a placeholder can tease and compel, engaging the imagination.
Responsibilities
In websites, a loading spinner is no different than the ellipsis of a suspenseful plot twist; it tells the viewer that what is coming is worth waiting for. Key benefits of effective placeholders include:
- Maintaining engagement: By signaling more to come, placeholders prevent user drop-off.
- Setting expectations: Clear, well-placed placeholders hint at what content is coming next, adding structure.
- Building suspense: The anticipation of more content holds attention, just as in storytelling.
Placeholder content, however, must tread a careful line. Too sparse, and it risks undermining its own suspense; too dense, and it overwhelms with unnecessary clutter. The balance lies in leaving just enough room for the mind to wander and fill the gaps.
About the role
We are looking for a Product Manager to join our Central Operations team and improve how our operational teams serve customers at scale.
Central Operations works across UK and US products to build tools, automation, data capabilities and workflows that make customer service faster, more efficient and more consistent. Current focus areas include complaints, fraud and financial crime, customer contact automation, operational reporting and AI-enabled agent assistance.
This is a highly collaborative role, working closely with Operations, Engineering, Data Science, Product, Risk and Compliance.
What you’ll do
Own product discovery, prioritisation and delivery for operational tooling and automation initiatives.
Identify opportunities to reduce manual work, improve customer outcomes and increase operational productivity.
Translate operational problems into clear product opportunities, requirements and measurable outcomes.
Work closely with engineers, data scientists and operational subject-matter experts to deliver effective solutions.
Lead initiatives across areas such as:
Complaints management and resolution
Fraud, disputes and financial crime casework
AI-assisted customer service and agent tooling
Operational reporting, dashboards and data infrastructure
Customer contact deflection and self-service
Define success metrics, monitor performance and use insight to iterate on delivered products.
Support controlled trials and pilots before scaling new automation or AI capabilities.
Manage dependencies across different product teams, for example integrating motor, loans and cards with a central complaints tool
Communicate progress, risks, trade-offs and decisions clearly to senior stakeholders.
What success looks like
Operational teams can resolve customer needs faster and with better-quality outcomes.
Manual and repetitive casework is reduced through safe, measurable automation.
Agents have the information and tools they need at the point of work.
Product decisions are grounded in reliable operational data.
New capabilities are adopted successfully by frontline teams.
Initiatives deliver measurable improvements in service levels, productivity, customer experience or cost efficiency.
What we’re looking for
Experience as a Product Manager delivering internal tools, operational products, workflow platforms or automation.
Strong understanding of customer operations, contact centres, complaints, servicing or regulated processes.
Ability to work effectively with technical and non-technical stakeholders.
Strong analytical and problem-solving skills, with an ability to turn data into prioritised action.
Experience defining measurable outcomes and using experimentation or pilots to validate solutions.
Excellent written and verbal communication.
Sound judgement when working with customer data, AI, automation, risk and compliance.
A pragmatic, delivery-focused approach, balanced with long-term product thinking.
Desirable experience
Experience in financial services, lending, cards, motor finance or another regulated environment.
Experience with AI-enabled products, workflow automation or agent-assist tooling.
Experience working across multiple markets or product lines.
Familiarity with operational metrics such as service level, occupancy, handle time, resolution rate, quality and customer satisfaction.
Experience partnering with Data Science, Analytics or Engineering teams.
About the team
The Central Operations team combines Product and Engineering expertise to build tools for Operations. The team includes product managers, engineering leadership and software engineers, and works through shared collaboration channels and cross-functional partnerships.
Why join us?
This role offers the opportunity to work on high-impact products used by operational teams every day, with a direct connection to customer outcomes, colleague experience and business efficiency. You will help shape how Lendable uses technology, data and AI to improve operations across the UK and US.
Life at Lendable
The opportunity to scale up one of the world’s most successful fintech companies
Best-in-class compensation, including equity
You can work from home every Monday and Friday if you wish - on the other days we all come together IRL to be together, build and exchange ideas
Our in-house chefs prepare fresh, healthy lunches 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 keen to make Lendable the most inclusive and open workspace in London
Check out our Glassdoor Reviews
About Lendable
Lendable is on a mission to build the world's best technology to help people get credit and save money.
Founded in 2014
Profitable since 2017
Unicorn in 2021
Backed by Balderton, Goldman Sachs and Ontario Teachers' Pension Plan
Loved by customers & employees with top reviews on Glassdoor and Trustpilot
So far, we’ve rebuilt the big three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do. We’re going after the two biggest Western markets (UK and US) where trillions are held by big banks with dated systems and painful processes.