Product Lead - Whatsapp Banking

The Role

As the Product Leader for the WhatsApp Banking team, you will be responsible for overall user experience that our customers will have when interacting with Stori through WhatsApp. This role involves working closely with product and operational teams from all across the company to prioritize, design and launch conversational flows that help them reach their goals, while keeping a cohesive, frictionless, and delightful user experience for our customers.

The objectives and success metrics of this role will evolve over time as different functionalities and products are launched on WhatsApp. However, your first mission will be to help streamline and automate our customer support and payment reminder processes while improving Net Promoter Scores (NPS). This role will live in the intersection of Product, User Experience, User Research and AI, and will involve a high degree of problem-solving, stakeholder alignment, negotiation, and a commitment to prioritizing our customers and their experience at the core of every decision.

As a Product Leader, you will

• Own the development, launch, and iteration of frictionless conversational experiences along the different stages of the customer journey
• Deliver a delightful experience for users interacting with Stori through WhatsApp.
• Collaborate directly with multiple product teams across the organization to translate their strategic goals into conversational flows while maintaining a cohesive experience – this means interacting with other Product Leader, Designers, Engineers, Analysts, etc.
• Proactively monitor the channel’s performance to quickly identify and resolve production issues, as well as finding and sharing insights that can lead to optimization opportunities
• Understand the evolving needs and expectations of our users in order to consistently evolve and adapt the user experience, making sure it meets users’ needs in a viable way
• Own the product roadmap and prioritize features and improvements, holding the Conversational UX and Engineering teams accountable for the team’s deliverables
• Communicate progress and key findings to stakeholders, including senior management, to ensure alignment with the organization’s strategic goals and objectives
• Foster a culture of innovation and customer-centricity within the team, encouraging creating problem-solving and a relentless focus on customer delight
• Stay up to date on industry trends and emerging technologies in the fintech, chatbot, and AI product spaces, incorporating relevant innovations into our offerings when applicable

Experience

• Bachelor’s Degree in, Industrial Engineering, Business Informatics, Entrepreneurial Studies, Digital Design, Marketing, Computer Engineering, Finance, or a related field
• 3+ years of professional experience as a technical program or product manager leading teams building data-centric digital products
• Experience with data analysis (writing basic queries in SQL)
• Strong understanding of software development methodologies, including Agile/Scrum
• Ability to communicate in both Spanish and English in written and verbal form for both technical and non-technical audiences
• Experience on digital platforms for agile product development (Jira, Basecamp)
• Proficient in translating business requirements into technical specifications

Skills & Attributes

• Knowledge of quantitative and qualitative user research and user testing methodologies
• Familiarity with chatbot development platforms such as Gupshup, Yalo, Truora, Botmaker, etc.
• Ability to understand conversation data to identify trends, make decisions, and justify design choices
• Excellent teamwork skills, with the ability to work closely with Product Managers, Engineers, Product Designers, and analysts
• Flexibility to adapt to new technologies and shifting project priorities
• An eye for detail and an almost obsessive need to craft delightful experiences
• Ability to communicate in both Spanish and English in written and verbal form

Bonus Points

• You have experience working with companies in the financial sector, especially banks or lending institutions
• You have a good understanding of the software development process and how code is used to integrate conversational flows with APIs and other services