Onboarding and Customer Engagement Product Leader

hace 7 días

Madrid, España Western Union A tiempo completo

-Western Union
Madrid, Spain

Posted 11 hours ago Permanent Competitive

**Onboarding and Customer Engagement Product Leader - Madrid, Spain**Western Union powers your pursuit.**
As the Onboarding and Engagement Leader, you will play a vital role in ensuring a seamless onboarding experience for our customers, while also driving product growth and success. You will be responsible for defining and implementing an end-to-end product strategy for onboarding customers into the Western Union One App and Digital Banking. You will continuously monitor the customer onboarding funnel and analyze key metrics, focusing on KYC success, user engagement, customer satisfaction, and retention, to identify trends and areas for improvement.**Role Responsibilities**
- Utilize user research to gain insights into customer preferences and needs and leverage this information to develop and implement effective onboarding strategies that elevate customer engagement, foster loyalty, and drive business growth.
- Monitor customer engagement and track user behavior to identify areas for improvement and opportunities to increase engagement.
- Optimization of customer onboarding funnel, with a special focus on the KYC success rate.
- Define and implement a successful promotions and engagement framework.
- Recruit, develop, and lead a team.
- Collaborate with cross-functional teams, such as Product Management, User Experience Design, Engineering, to ensure a seamless customer experience.
- Steer Onboarding and KYC practices among Product, Compliance, Legal and Operations.
- Manage partnerships with KYC vendors.
- Monitor trends and upcoming regulations related to Banking KYC and onboarding to anticipate changes and redefine our strategy.

**Role Requirements**
- A degree in Business Administration, Marketing, Technology, or a related field is preferred.
- In-depth knowledge of digital onboarding strategies, principles, and techniques.
- Familiarity with KYC and other account opening regulations.
- High level of expertise in KYC methods and onboarding funnel optimization.
- Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams.
- Experience in leading and mentoring a team and working under lean and agile principles.
- Strong analytical skills with the ability to build key metrics, identify trends, and areas for improvement.
- Familiarity with customer engagement and retention techniques to build a loyal customer base.

**We make financial services accessible to humans everywhere. Join us for what's next.**
Western Union is positioned to become the world's most accessible financial services company -transforming lives and communities. To support this, we have launched a Digital Banking Service and Wallet across several European markets to enhance our customers' experiences by offering a state-of-the-art digital Ecosystem. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.-
**Benefits**
- Your Spain specific benefits include:

- 25 days annual leave - plus 10 public holidays
- Comprehensive life & medical cover - including dependents.
- Contributory pension plan
- Preventative Care Assistance programJob ID JR0113809

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