Product Manager, Customer Onboarding

About The Role

We are looking for a driven and detail-oriented Product Manager - Onboarding and Identity Management to join our Customer Pod and focus on the customer identity and onboarding journey. This role is critical in shaping how users first experience our bank, from signing up and verifying their identity to clearing risk checks and becoming active customers.

You will work closely with product, engineering, risk, compliance, and external vendors to build a seamless, secure, and scalable onboarding experience. You’ll also be expected to run small experiments to improve conversion, usability, and operational efficiency. This is a hands-on role that offers strong learning opportunities and end-to-end ownership in a regulated product environment.

Key Responsibilities

1. 1. Own the Customer Onboarding Journey
2. 2. Partner with Vendors & Internal Teams
3. 3. Analyze Performance & Drive Experimentation
4. 4. Ensure Product Quality & Readiness

• Manage the end-to-end flow, including profile creation, eKYC, AML screening, Enhanced Due Diligence (EDD), and Credit Transfer Verification (CTV).
• Identify friction points, gaps, and edge cases, and translate them into product or process improvements.
• Balance user experience with compliance by ensuring all flows meet internal policy, risk, and regulatory requirements. 
• Act as the day-to-day owner for onboarding vendors (e.g., eKYC and AML providers), monitoring performance and driving improvements.
• Push vendors to support edge cases and reduce manual escalation rates.
• Collaborate with Risk, Compliance, Ops, and Engineering to strengthen exception handling, case management, and internal tools. 
• Track and report on key funnel KPIs (conversion, verification pass rate, onboarding speed, and drop-offs).
• Use customer feedback, session replays, and support tickets to identify root causes of friction.
• Design and run lightweight experiments (A/B tests, usability tweaks, flow adjustments) to continuously improve conversion, speed, and customer experience.
• Contribute to a culture of testing and iteration, using data to challenge assumptions and validate ideas. 
• Take ownership for the overall readiness of onboarding features, making sure what ships reflects both user and regulatory requirements.
• Actively participate in QA/UAT by validating core use cases, high-risk flows, and edge cases, ensuring that acceptance criteria and user journeys are fully covered.
• Partner with QA, Engineering, and Vendors to design test scenarios, review outcomes, and close gaps before release.
• Maintain a clear view of known issues and edge cases, so launches are smooth and surprises are minimized.

What We're Looking For

Experience

• 1–2 years of experience in product, operations, or compliance-related roles. Experience in fintech or digital onboarding is a plus.
• Exposure to digital KYC, AML, or customer verification processes is helpful.
• Experience working with vendors or third-party tech platforms is preferred. 

Skills

• Analytical mindset with the ability to break down processes and find improvement opportunities.
• Basic understanding of experiment design, funnel analysis, and iteration cycles.
• Proficient with tools like Jira, Confluence, Figma, Google Sheets. Familiarity with data dashboards is a bonus.
• Strong written communication and documentation skills. 

Mindset

• Curious and hands-on, eager to learn by doing and solve real customer problems.
• Comfortable navigating ambiguity in a fast-paced, evolving space.
• Obsessed with user experience, and always looking to reduce friction and improve clarity.
• Detail-oriented with a strong sense of accountability.

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