Responsibilities :

- Customer Journey Ownership : Design and optimise end-to-end B2B Customer and broker journeys, document collection, KYC, process updates, e-signatures, contract management, ongoing status notifications, and support.

- Journey Mapping & Experience Design : Map customer touch points, reduce friction, and improve clarity, engagement, and customer satisfaction using journey visualisation and segmentation best practices.

- Channel Integration Leadership : Build journeys for new partner channels (brokers, lead-generating platforms), ensuring seamless onboarding and a synchronised experience with core journeys.

- Process Automation & Communication : Drive automation for onboarding, document handling, notifications, and customer updates using proven SaaS tools and APIs, ensuring transparency and reducing manual

- Cross-Functional Collaboration : Work closely with engineering, design, compliance, sales, and customer success to build scalable, compliant, and delightful user experiences.

- Continuous Feedback & UX Iteration : Gather insights from customers and brokers, prioritise pain points, and launch iterative improvements for higher adoption, retention, and NPS.

- Regulatory & Audit Trail Oversight : Ensure B2B customer flows meet compliance, audit, and reporting standards for insurance and lending where applicable.

Requirements :

- B2B Product Management : 4+ years in B2B fintech, lending, or Insuretech platforms; direct experience in onboarding, process automation, and customer/broker journey design.

- Customer Experience Focus : Demonstrated ability to map and improve multi-step B2B onboarding and lifecycle journeys; experience with high-volume document handling, e-signature integration, CRM, and customer update automation.

- Channel Partner/Broker Onboarding : Experience optimising journeys for brokers, channel partners, or lead-gen platforms.

- SaaS/Workflow Tools : Hands-on use of workflow automation tools, APIs, and SaaS platforms for onboarding, KYC, document handling, and contract management.

- Regulatory Awareness : Familiarity with insurance, KYC/AML/compliance frameworks; ability to work within regulatory boundaries and ensure audit trail.

- Customer Communication : Excellent written and verbal skills; capable of distilling technical processes for diverse audiences and driving user-centric improvements.

- Preferred (Not Required) : Financial underwriting experience is a plus, but not essential.

Preferences : Strong candidates from B2B Fintech Lending product backgrounds are encouraged.