Product Owner, Onboarding

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 Role Summary
 
Onboarding is often our first touch point with new customers and sets the tone for future interactions. Therefore, it is crucial that we develop an effortless and inviting process to accelerate conversion from prospect to account and build a lasting first impression.
As a Product Owner of Onboarding, you’ll be focused on optimizing the end-to-end customer onboarding experience from customer facing forms to KYC and account creation. The ideal candidate is data driven and passionate about the customer experience with a good grasp on both UX and process improvement.  You’ll team with world-class designers and engineers to drive new product ideas from concept to launch and have a direct impact on business objectives.
In this role, you will be accountable for driving new account conversion, reducing operational cost, improving SLAs, and boosting client engagement. You’ll collaborate with cross functional teams, including Marketing, Customer Service, Sales, Compliance, Technology, Web Development, and Design to develop an effortless experience for customers across a multitude of geographies and regulatory environments.
 
Key Responsibilities
 
  • Serve as the voice of the customer and champion for the customer onboarding experience.
  • Drive all aspects of the product lifecycle from concept development through execution.
  • Key contributor to shaping and evangelizing the customer onboarding strategy.
  • Analyze customer and market data to identify trends, quantify the impact, create compelling business cases, and influence product direction.
  • Collaborate with design, collect user feedback, and perform user-testing to create an effortless end-to-end onboarding experience to boost customer engagement and drive conversion.
  • Partner with Marketing, Customer Solutions, and Technology to continuously improve existing features, roll out new capabilities and identify new and creative ways to improve the onboarding experience.
  • Collect, review, and analyze business requirements through both formal and informal communications with key stakeholders resulting in business requirements documents.
  • Stay abreast of third-party onboarding/KYC solutions and the competitive landscape. Develop creative solutions to differentiate GAIN from the competition.
  • Prioritize and manage the development backlog.
  • Coordinate with cross-functional teams to ensure a successful launch of solutions through collaborative design sessions, training, and marketing efforts.
  • Create and maintain documentation on processes, policies, workflows, and user support materials.
  • Conduct training sessions and launch activities as new features and processes are introduced.
  • Assist with user acceptance testing (UAT) and product release signoff.
  • Use available data and research to understand target customer’s needs and product usage.
  • Partner with regional marketing and sales teams to understand specific market requirements. Design solutions that deliver market-specific customer experiences and meet regional benchmarks and compliance needs.
  • Establish measurable KPIs and customer experience benchmarks. Work with Marketing to develop and implement ongoing customer feedback loop that can be used to drive and prioritize roadmap.
 
Skills, Knowledge & Experience Required
 
  • BA/BS degree in business or a related field.
  • Strong working knowledge of B2C onboarding.
  • Ability to synthesize high-level business needs into clear and actionable plans.
  • Strong analytical and quantitative skills, including the ability to link product design and features to strategic objectives and use hard data and metrics to back up recommendations and measure success.
  • Excellent problem solving ability and passion for devising creative, customer-oriented solutions.
  • Proven ability to build cross-functional relationships and effectively communicate with all levels of management through various channels.
  • Ability to work in a fast-paced environment, prioritize work and focus on generating business value.
  • Self-starter, able to work without supervision.
  • Patience and calm under pressure, with the ability to push back in a constructive manner.
  • Expert in Excel, data analysis, and presentations.
  • Design or product management experience, with a track record of bringing successful products to launch.
  • 3+ years of software focused product management experience.
  • Prior experience in financial services client onboarding a plus.
  • Prior experience working across multiple languages, cultures, and regulatory environments a plus.
 
WE NOTE THAT THE ABOVE JOB POSTING IS NOT INTENDED TO BE A COMPREHENSIVE JOB DESCRIPTION. IT IS A BRIEF SUMMARY OF THE SALIENT FEATURES OF THE POSITION OFFERED. A COMPREHENSIVE JOB DESCRIPTION WILL BE PROVIDED SHOULD THE CANDIDATE RECEIVE A JOB OFFER FROM THE COMPANY.
 
 
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