The Role: Trust & Safety
The Consumer team drives high‑performing, delightful payment experiences through our Connect suite, including flagship products like Flow and Remember Me. As we expand our ecosystem, we are looking for a Senior Product Manager to lead the Trust & Safety domain. This team is responsible for the delicate balance between ironclad security and a seamless user experience. You will own the end‑to‑end journey for sensitive consumer touchpoints, including dispute management, customer care interfaces, and fraud/risk interventions. Your mission is to ensure that when friction is necessary — such as during an account suspension or a verification check — the experience remains transparent, fair, and user‑centric.
Key Responsibilities
- Trust Strategy & Roadmap: develop and execute the product strategy for consumer protection and account integrity; define a roadmap that prioritises user safety alongside business growth and conversion.
- Regulatory & Compliance Excellence: work closely with Legal and Compliance to ensure all consumer experiences meet FCA requirements for e‑money issuance and financial services in the UK, including PSD2/SCA standards and robust KYC/AML flows that do not compromise UX.
- Risk‑Ready User Experiences: define the end‑to‑end journey for complex scenarios such as dispute resolution, identity verification, and account limitations; collaborate with UX designers to make high‑friction moments feel intuitive and supportive.
- Cross‑Functional Leadership: partner with Engineering, Risk, Fraud and Operations to build internal systems that react in real‑time to threats while protecting the legitimate user’s journey.
- Performance & Optimisation: define KPIs for “Experience Health,” monitoring how risk interventions impact user retention and trust.
- Stakeholder Management: influence senior stakeholders across the business, fostering a culture that upholds our operating principles while navigating the complexities of UK financial regulations.
About You
- Proven Experience: 5‑7 years of Product Management experience, with a heavy focus on Growth, Risk or Trust & Safety within the UK fintech or payments industry.
- Domain Expertise: deep understanding of the UK financial services sector, specifically regarding API‑led processing and regulatory frameworks.
- Data‑Driven Mindset: ability to interpret complex risk and performance data to make informed decisions that balance security with user delight.
- High EQ Leadership: exceptional communication skills and the ability to navigate sensitive cross‑functional discussions regarding fraud and user impact.
- Proactive & Results‑Oriented: a self‑starter who can operate in a stealth‑focused, fast‑moving environment with a strong bias toward action.
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