Role Purpose

Own and evolve LHV Bank’s UK Retail Banking Proposition as part of a small Product team with broad scope and significant autonomy.

Lead assigned product areas from problem definition through launch and optimisation. Translate customer needs, commercial priorities, operational realities, regulatory requirements and technical constraints into clear product decisions.

Partner with the Retail segment team, Engineering, Design, Data and AI, Customer Data, Compliance, Legal and Operations to deliver customer-ready journeys that are well designed, technically sound and commercially effective.

This is an opportunity to shape a growing UK retail proposition, influence decisions across the end-to-end customer journey and deliver visible improvements for customers.

Scope of Responsibility

• Shape, deliver and continuously improve the UK Retail Banking Proposition.
• Own assigned mobile app journeys, including onboarding, transactions, design quality and release readiness.
• Lead product input into core banking platform changes in partnership with Engineering and platform vendors.
• Turn customer feedback, app reviews and app-store ratings into prioritised improvements.
• Support other Retail product areas when priorities require it.

Key Accountabilities

Product Thinking and Judgement 

• Synthesise customer need, commercial opportunity, operational reality, regulation and technical constraint into clear, pragmatic priorities, always with customer outcomes front and centre
• Work with Risk, Compliance, Operations and other Product teams to align on priorities and decisions
• Make timely sound decisions with incomplete information, identifying when further evidence or escalation is needed
• Find answers independently, connecting existing documentation, new information and the right stakeholders

Product Ownership and Delivery

• Own assigned product areas from problem definition through launch, support and optimisation
• Define the customer problem, intended outcome, scope and success measures for each initiative
• Write clear requirements and acceptance criteria that enable Engineering, Design and vendor partners to deliver with confidence
• Communicate decisions, dependencies, risks and progress clearly to technical, non-technical and senior audiences
• Maintain a prioritised backlog and drive delivery while protecting end-to-end journey quality.

Customer, Insight and Proposition Development 

• Build a clear understanding of customer needs, behaviours and pain points across retail journeys
• Use customer feedback, app reviews, behavioural data and service insight to identify and prioritise improvements
• Champion accessible, intuitive design and a consistent end-to-end customer experience
• Apply UK financial services market insight, competitor activity and regulatory developments to product decisions

Technical Fluency and Engineering Partnership

• Develop sufficient knowledge of our platforms, systems and integrations to assess options and work effectively with technical colleagues and partners
• Partner with Engineering to shape, test and challenge solution designs against customer, operational and product needs
• Support live incident diagnosis and post-incident reviews within Engineering- and Operations-led processes
• Build strong, effective working relationships across Engineering, Design and vendor teams

What Good Looks Like 

• Priorities and trade-offs are evidence-based, clearly explained and aligned to customer and business outcomes
• Initiatives have defined success measures, such as journey completion, adoption, customer satisfaction, app-store ratings, service performance or release quality, as appropriate
• Customer journeys are coherent, accessible and reliable from launch through ongoing operation
• Risks, dependencies and delivery issues are identified early and resolved with clear ownership
• Engineering, Design, Risk, Compliance and Operations understand the product direction and can work effectively toward shared outcomes.

Skills and Experience 

Essential 

• Strong product management capability across prioritisation, planning, requirements, delivery and stakeholder communication
• Sound judgement when balancing customer, commercial, operational, regulatory and technical considerations
• Ability to learn quickly, resolve ambiguity and find answers independently
• Experience in UK financial services, with an understanding of customer expectations, market context and regulatory requirements
• Strong appreciation of design, accessibility and end-to-end user experience quality
• Technical fluency and confidence working closely with Engineering and external technology partners
• Comfort operating with autonomy in a small team with broad scope

Desirable

• Experience with one or more of the following: core banking platforms, current accounts, card issuing or mobile banking