Director - Product Customer/Merchant Onboarding Journey - Fintech/Banking

As the Director of Product for Customer/Merchant Onboarding Journey, you will lead the strategy, design, and execution of the onboarding experience for our customers and merchants. You will work closely with cross-functional teams including product, engineering, design, compliance, and operations to create and continuously optimize the end-to-end journey. Your goal is to ensure smooth, scalable, and personalized onboarding experiences that drive engagement, adoption, and long-term retention.

This is a leadership role with a high degree of responsibility and influence within the organization. You will have a direct impact on the growth and success of our products, shaping how new customers and merchants engage with our platform.

Key Responsibilities:

- Lead Product Strategy: Define and drive the strategy for customer and merchant onboarding, with a focus on usability, efficiency, and scalability.

- Optimize the Onboarding Process: Design, implement, and continuously refine a seamless onboarding journey for both customers and merchants. Identify bottlenecks, pain points, and opportunities for improvement to reduce friction and increase conversion rates.

- Cross-Functional Collaboration: Work closely with engineering, design, marketing, legal, compliance, and customer support teams to deliver a cohesive onboarding experience. Ensure that all stakeholders are aligned with product goals and timelines.

- Data-Driven Decision Making: Leverage data analytics and user feedback to measure the effectiveness of the onboarding process. Develop KPIs, track performance, and make data-backed recommendations for continuous improvement.

- Customer-Centric Focus: Ensure that the onboarding journey meets the diverse needs of customers and merchants. Implement personalization strategies and ensure that user experiences are optimized for a wide range of user profiles.

- Lead and Mentor: Build and lead a high-performing product team. Provide mentorship, guidance, and professional development opportunities for junior product managers and other team members.

- Scalability and Growth: Design onboarding processes that are scalable and capable of supporting rapid growth. Work with operations to ensure that systems and processes are efficient and adaptable.

- Regulatory and Compliance Oversight: Ensure that the onboarding process adheres to industry regulations, including KYC (Know Your Customer), AML (Anti-Money Laundering), and data privacy laws.

- Innovation & Trends: Stay current with industry trends, emerging technologies, and best practices in fintech and banking, and proactively implement innovative solutions to improve the onboarding

Required Qualifications:

- 8+ years of product management experience, with a focus on customer/merchant onboarding in fintech, banking, or a related industry.

- Proven experience in leading cross-functional teams, driving product vision, and delivering complex projects at scale.

- Strong understanding of customer experience principles, user journey mapping, and behavioral analytics.

- Experience working with digital platforms and technologies that support financial products, payments, and/or banking services.

- Familiarity with regulatory requirements in the fintech and banking industry (e.g., KYC, AML, PSD2, data privacy).

- Exceptional communication, leadership, and stakeholder management skills.

- Data-driven mindset with the ability to translate insights into actionable strategies and product improvements.

- Ability to thrive in a fast-paced, constantly evolving environment.