About this role
Your Role as a Product Director, Customer Lifecycle
You own Customer Lifecycle. You report to the SVP of Banking Product and you sit in the banking product leadership team.
Your job is to decide what the area should deliver in 12 to 24 months, get the teams building toward it, and be accountable for the outcome. That means owning the strategy and the multi-quarter plan, managing and growing the PMs in the area, and deciding the order of work when market launches, the France migration and embedded banking all need the same teams in the same quarter.
The area will grow. You will shape which teams we add and in what order, as banking expands to new markets and embedded banking.
You work closely with Compliance, Legal and Banking Operations. They own the regulatory interpretation and the operational policy. You own the product that puts both into practice for customers and operators.
This is a hands-on leadership role. You will spend time in the detail of review workflows and data models, and time in the room with Compliance and the other pillar leads. You should want both.
Your responsibilities will include:
Own the Customer Lifecycle roadmap end to end. Onboarding, identity verification, customer data, ongoing monitoring, Re-KYC, account closure, AML, fraud and account security. Set the OKRs for the area, connect them to the banking tribe objectives, and plan the roadmap as platform capabilities with market rollouts on top.
Lead and develop your product teams. Support and challenge your PMs and engineering leads. Own hiring, performance and growth in the area, fill the open PM seats, and set the bar for outcome-focused discovery and delivery.
Deliver onboarding on the new platform in every market. Netherlands, Denmark, Germany and then the France migration, including multi-UBO onboarding, eID and capital deposit. You do this together with Banking Foundation, Strategic Providers & Projects, Banking Operations and Compliance.
Automate the manual work. Automatic onboarding validation, screening escalations, Re-KYC and account closure. Every case the system clears is a case operations never touches, and a customer who gets an answer the same day.
Build the customer data platform. One place that holds current company and customer facts from registries and user input, with a clear record of where each fact came from. Operators should never type in data an official registry already holds.
Make onboarding embeddable. Define how another Shine product or a partner starts an onboarding, how the regulated journey runs inside their experience, and what status and events they get back.
Track what matters. Onboarding conversion and time from application to open account, share of applications approved without manual review, review queue size and handling time, Re-KYC completion, time to close an account, data freshness, fraud losses, and the share of monitoring alerts that turn out to be real cases.
📍 Job located in Paris, Berlin, Amsterdam or Copenhagen with possibility of two remote working days per week
About you
6+ years in product, with several years on onboarding, KYC/KYB, financial crime or customer data in a bank, payments company or regulated fintech. You have shipped things where a mistake means a regulator finding or a customer locked out of their money.
You have managed product managers, not only projects. You have hired at least one.
You know KYC, KYB, UBO identification, AML screening, transaction monitoring, fraud prevention and periodic review, and how the rules differ between EU markets. You can design a review workflow with an operations lead and discuss an event contract or data model with a staff engineer.
You have built products for customers and for internal operators, and you know the back-office tool decides how fast a customer gets an answer.
You