About the role
This is a hybrid role spanning product support, continuous improvement and client engagement, working across PATL’s Loan Management System (LMS) and Customer Portal. The role focuses on improving how the products perform day to day for clients and internal users, driving product efficiency, usability, reliability and service quality across the platforms.
Working closely with clients, internal stakeholders and delivery teams, you will support the ongoing evolution of the LMS and Portal products. You’ll play a key role in incident management, KPI insight, client support, UI/UX improvements and product efficiency initiatives, helping to shape and deliver incremental product improvements based on real operational and client feedback. This ensures the LMS and Portal continue to develop in line with business needs, regulatory requirements and user expectations.
This is an ideal opportunity for someone who is hands‑on, curious and keen to learn, with an interest in how digital products are supported, improved and evolved within a live servicing environment.
Location: Uxbridge, Skipton, London (England, United Kingdom), Dublin (Ireland) and Madrid (Spain)
Permanent role, Hybrid working model.
Main Responsibilities
- Build a strong understanding of the LMS and Customer Portal products, including how they integrate with PRISM modules, servicing processes and policies.
- Act as a point of contact between product, client support, operations and delivery teams, ensuring product issues, enhancements and improvement opportunities are clearly understood and progressed.
- Support product‑related incident management, including triage, root‑cause analysis, prioritisation and follow‑through to resolution.
- Track, analyse and report on product KPIs and service performance, using insights to identify trends, risks and product improvement opportunities.
- Gather client and user feedback and translate this into pragmatic product, UI/UX and efficiency improvements.
- Contribute to product backlog refinement and prioritisation, balancing operational needs, client impact and longer‑term product enhancements.
- Work closely with development, UX/UI and QA teams to support smooth delivery of product fixes, enhancements and incremental improvements.
- Participate in Agile ceremonies and support product change readiness, communication and adoption.
- Maintain awareness of regulatory and compliance considerations impacting digital products, data and customer interactions.
Competencies
- Detail‑oriented, organised and reliable, with a strong sense of ownership for product quality and outcomes.
- Confident communicator, able to engage constructively with both technical and non‑technical stakeholders.
- Comfortable working across product support, operational delivery and continuous improvement initiatives.
- Proactive, adaptable and keen to learn in a fast‑moving product environment.
Your skills
- Experience in a product, business analysis, operational support or continuous improvement role within a technology or financial services environment.
- Working knowledge of Agile ways of working and the software delivery lifecycle.
- Familiarity with product incident management, KPIs and service performance monitoring.
- Exposure to tools such as Azure DevOps (or similar) and an understanding of APIs and system integrations is beneficial.
- Strong analytical skills with the ability to prioritise, manage competing demands and deliver under pressure.
Pepper’s values and culture
Our mission is to help people succeed. Our clients, our customers, our employees. Our Values are ‘Can do’, ‘Balanced’ and ‘Real’.
Pepper Advantage’s values support our vision, shape our culture and define how we interact with other employees and the attitudes we adopt towards our customers and clients. The values of Pepper Advantage support the organisation’s mission statement.
Pepper Advantage’s unique outcome focused corporate culture aims to deliver fairness and value for clients and customers, consistently exceeding expectations in all measurable performance areas.
Pepper Advantage is an equal opportunities employer.
Role Profiles are subject to change in line with business needs.
”, “datePosted”: “2026-05-20”, “hiringOrganization”: { “@type”: “Organization”, “name”: “Pepper Advantage”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__436961993__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=33” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “London” } } }About the role
This is a hybrid role spanning product support, continuous improvement and client engagement, working across PATL’s Loan Management System (LMS) and Customer Portal. The role focuses on improving how the products perform day to day for clients and internal users, driving product efficiency, usability, reliability and service quality across the platforms.
Working closely with clients, internal stakeholders and delivery teams, you will support the ongoing evolution of the LMS and Portal products. You’ll play a key role in incident management, KPI insight, client support, UI/UX improvements and product efficiency initiatives, helping to shape and deliver incremental product improvements based on real operational and client feedback. This ensures the LMS and Portal continue to develop in line with business needs, regulatory requirements and user expectations.
This is an ideal opportunity for someone who is hands‑on, curious and keen to learn, with an interest in how digital products are supported, improved and evolved within a live servicing environment.
Location: Uxbridge, Skipton, London (England, United Kingdom), Dublin (Ireland) and Madrid (Spain)
Permanent role, Hybrid working model.
Main Responsibilities
- Build a strong understanding of the LMS and Customer Portal products, including how they integrate with PRISM modules, servicing processes and policies.
- Act as a point of contact between product, client support, operations and delivery teams, ensuring product issues, enhancements and improvement opportunities are clearly understood and progressed.
- Support product‑related incident management, including triage, root‑cause analysis, prioritisation and follow‑through to resolution.
- Track, analyse and report on product KPIs and service performance, using insights to identify trends, risks and product improvement opportunities.
- Gather client and user feedback and translate this into pragmatic product, UI/UX and efficiency improvements.
- Contribute to product backlog refinement and prioritisation, balancing operational needs, client impact and longer‑term product enhancements.
- Work closely with development, UX/UI and QA teams to support smooth delivery of product fixes, enhancements and incremental improvements.
- Participate in Agile ceremonies and support product change readiness, communication and adoption.
- Maintain awareness of regulatory and compliance considerations impacting digital products, data and customer interactions.
Competencies
- Detail‑oriented, organised and reliable, with a strong sense of ownership for product quality and outcomes.
- Confident communicator, able to engage constructively with both technical and non‑technical stakeholders.
- Comfortable working across product support, operational delivery and continuous improvement initiatives.
- Proactive, adaptable and keen to learn in a fast‑moving product environment.
Your skills
- Experience in a product, business analysis, operational support or continuous improvement role within a technology or financial services environment.
- Working knowledge of Agile ways of working and the software delivery lifecycle.
- Familiarity with product incident management, KPIs and service performance monitoring.
- Exposure to tools such as Azure DevOps (or similar) and an understanding of APIs and system integrations is beneficial.
- Strong analytical skills with the ability to prioritise, manage competing demands and deliver under pressure.
Pepper’s values and culture
Our mission is to help people succeed. Our clients, our customers, our employees. Our Values are ‘Can do’, ‘Balanced’ and ‘Real’.
Pepper Advantage’s values support our vision, shape our culture and define how we interact with other employees and the attitudes we adopt towards our customers and clients. The values of Pepper Advantage support the organisation’s mission statement.
Pepper Advantage’s unique outcome focused corporate culture aims to deliver fairness and value for clients and customers, consistently exceeding expectations in all measurable performance areas.
Pepper Advantage is an equal opportunities employer.
Role Profiles are subject to change in line with business needs.
…