Product Manager; Onboarding

Position: Product Manager (Onboarding)
We’re Capital on Tap ðð³ Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that.

Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit 1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier. 1,000+ employees, 20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable.

We’ve done a pretty good job so far, but we’re just getting started! ð London | ð 3 days in office

Product at Capital on Tap ð Our Product team sits at the heart of everything we build. We move fast, work closely with engineering, and obsess over outcomes for our customers.

We're growing our Product team and are seeking a Product Manager to own end-to-end onboarding journeys across Credit and Banking, for both new customers and existing customers cross-selling into new products. This means designing and optimising flows that live across our platform, from initial sign-up through to account activation. What you'll be doing:

Owning the end-to-end design and delivery of onboarding journeys across Credit and Banking, for both new and existing customers

Mapping the full journey including "unhappy paths", where customers drop off, get flagged, or need manual intervention, and optimising for efficiency

Driving discovery and competitor research to identify opportunities to improve onboarding

Collaborating with engineers and designers to scope solutions, balancing customer experience with system architecture and compliance requirements

Presenting recommendations to stakeholders and driving delivery through to completion

Thinking longer-term about platform capabilities, building reusable, configurable components that scale across products so we're not rebuilding the same journey six times over Using data and customer insight to prioritise the right problems, not just the loudest ones

Help Capital on Tap achieve long term strategic dominance in the SME industry

Our Values & Culture ðJust Pilot:
We never settle for "good enough". We pilot new ideas fast, ask questions to figure it out, and scale quickly.

Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive  a Buddy:
We tap in from day one to help the team, we do the right thing even if it's hard.

Owners and Dates:
We don't chase people. If you own a task and agree to a date, the expectation is that it gets done.

Feedback:
We want our employees to flourish, so we regularly provide direct and constructive feedback.

We're Looking For ð3-5 years of experience in product management, with some experience building or improving customer onboarding flows, or an equivalent UX/flow design background

Comfort working across both front-end user experience and back-end system architecture

Either existing knowledge of financial services and compliance concepts (KYC, KYB, IDV), or direct onboarding journey optimisation experience, ideally both Strong organisational skills to thrive in chaos and remain calm among the everyday pressure of workload and delivery

The ability to synthesise large amounts of information and distill a problem down to its essence

Experience partnering with Product and Engineering to communicate direction to stakeholders

Bonus:

Experience with rewards, loyalty programmes, or subscription billing systems

Interview Process ðStage 1: A quick 30-minute virtual intro with our Talent team to get to know you.

Stage 2:
Meet the Senior Product Manager for Onboarding for 60 minutes. We can host you in the office or meet virtually.

Stage 3:  60-90 minute Office Interview with the Director of Product and one other Product member.

Stage 4:
Meet the CEO for 30 minute chat.

Diversity & Inclusion ðWe welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do…