About this role
Job Purpose
• Own the end-to-end digital onboarding and sales funnel, from traffic/visitor acquisition and landing-page conversion through lead capture, application completion, onboarding, activation and cross-sell. • Drive funnel and conversion optimization by identifying customer drop-offs, friction points and opportunities across the onboarding journey, using data, customer insights and experimentation to improve performance. • Own the onboarding product vision and roadmap, prioritising initiatives based on customer impact, commercial value, data-driven insights and strategic business objectives. • Build integrated digital onboarding journeys by working closely with Product, Technology, UX, Marketing, Sales, Operations, Risk and Compliance stakeholders to deliver seamless customer experiences across digital and physical channels. • Develop and deploy digital sales capabilities, tools and insights that improve conversion, enable performance tracking, accelerate onboarding and support cross-sell opportunities.
Proactively shape product and feature development by translating customer and business needs into clear product requirements, measurable outcomes and continuous improvement initiatives. Key Result Area:
• Increase digital onboarding and sales conversion across key stages of the customer funnel. • Reduce lead and customer drop-offs, application abandonment and friction across the onboarding journey. • Increase digital sales and onboarding volumes/value, including relevant cross-sell and activation opportunities. • Improve customer experience and journey completion, including reduced time-to-onboard and increased straight-through digital processing. • Deliver measurable impact from product initiatives and experimentation, with clear KPIs, insights and evidence of improved funnel performance.
Deliver and continuously optimize the onboarding product roadmap, ensuring alignment across business, technology and other key stakeholders. Knowledge, Skills & Experience
• Strong expertise in customer onboarding and conversion optimization, including understanding of funnels, lead management, customer journeys and drop-off analysis.
• Highly data-driven and commercially minded, with the ability to use analytics, customer insights, experimentation and KPIs to identify opportunities and deliver measurable business outcomes.
• Strong customer journey and UX understanding, with the ability to simplify complex journeys, remove friction and create seamless digital experiences.
• Strong stakeholder management and influencing skills, with experience working across Product, Technology, Marketing, Sales, Operations, Risk and Compliance in a complex organization.
• Strong Agile product delivery capabilities, including roadmap management, prioritization, backlog management, requirements definition and working closely with technology/delivery teams.