Customer Operations and Communications Product Manager
LHV Bank · London
LHV Bank Limited is a UK-licensed bank operating across three core business segments: Retail Banking, SME Lending, and Banking Services (BaaS). The bank is a wholly owned subsidiary of LHV Group, a listed financial services provider headquartered in Estonia. LHV Bank operates under a full UK banking licence granted in May 2023.
The Bank supports over 200 fintech clients with embedded financial infrastructure, provides retail savings products via digital channels, and offers SME credit solutions across the UK. In line with its regulatory responsibilities and growth ambitions, LHV Bank is committed to maintaining a robust and proportionate financial crime control environment.
Expanding our services, LHV Bank now provides personal banking solutions. Our offerings include current accounts with competitive interest rates, fixed-rate bonds for long-term savings, and debit cards. Customers can conveniently access these services through the LHV App, enabling secure account opening and management.
Role Purpose:
Own and evolve the platforms, processes and tooling that support customer operations and communications across the bank, spanning Salesforce, customer support tooling, telephony and communications delivery.
Define and drive product direction across these areas, ensuring platforms and processes are reliable, scalable, well controlled and compliant.
Bring structure to a broad and expanding domain, reducing operational and regulatory risk while improving how teams operate and how customers are communicated with.
Work in close partnership with Customer Operations, Compliance, Risk and Engineering to deliver outcomes that are operationally sound, regulator-ready and commercially effective.
This role requires strong product management fundamentals, comfort operating in a detailed and regulated environment, and the ability to work confidently across both process and platform.
Scope of Responsibility:
- Salesforce platform, covering customer service and case management for customer segments
- Customer operations processes, including data management requests such as GDPR erase and subject access requests
- Customer communications processes, deliverability and future communications platform capability
- Customer support tooling, including Gradient Labs
- Telephony platform, including AWS Connect and related tooling
- Reporting, audit evidence and quality management across the above
Key Accountabilities:
Product Ownership and Delivery
- Own end-to-end delivery across platforms and processes within scope
- Define clear problems, outcomes and success measures
- Own prioritisation decisions
- Maintain ownership from analysis through to implementation and ongoing optimisation
Platform and Process Management
- Own day-to-day management and improvement of Salesforce and associated tooling
- Ensure platforms are configured effectively to support customer operations
- Identify and resolve inefficiencies in processes and tooling
- Maintain clear, structured ownership of system behaviour and process flows
Operational Performance and Quality
- Monitor operational performance, identifying issues, risks and improvement opportunities
- Ensure processes are robust, repeatable and auditable
- Own reporting, audit evidence and quality management across the domain
Customer and Communication Outcomes
- Ensure customer communications are accurate, timely and delivered effectively
- Improve how communications are triggered, managed and monitored
- Shape future direction for how the bank communicates with customers as needs evolve
- Balance operational efficiency with customer experience and clarity
Regulatory and Risk Management
- Ensure processes and platforms support regulatory requirements, including GDPR and SARs
- Work closely with Compliance and Risk to interpret and implement requirements
- Maintain audit readiness and control effectiveness
- Identify and mitigate operational and regulatory risk
Engineering Partnership
- Work closely with Engineering to deliver changes across platforms and integrations
- Engage confidently on system behaviour, configurations and constraints
- Contribute to solution design while respecting engineering ownership of implementation
Stakeholder Collaboration
- Work closely with Customer Operations, Customer Services, Compliance, Risk and Engineering
- Communicate clearly and bring stakeholders together to resolve issues and drive improvements
- Support alignment across teams in an increasingly complex domain.
What good looks like:
- Clear ownership of platforms and processes with minimal ambiguity
- Reliable, well-controlled operational processes
- Strong audit readiness and regulatory compliance
- Reduced operational and regulatory risk across platforms and processes
- Improved efficiency and reduced operational friction
- Strong collaboration across Product, Engineering and Operations
Skills and Experience:
- Strong product management experience, ideally in platform or operations-focused roles
- Experience working with CRM systems, ideally Salesforce, and operational tooling
- Experience in regulated environments, ideally UK financial services
- Strong understanding of operational processes and control environments
- Comfortable working with technical systems, configurations and integrations
- Strong communication and stakeholder management skills
- High ownership mindset, with flexibility to support wider Product priorities where it adds value
Some of our benefits (only applicable to UK based roles not Internship programmes)
- Competitive salary &lots of opportunities to learn, grow and progress professionally.
- Open and inclusive culture.
- Hybrid working.
- Fantastic offices and great working environment.
- Vitality Health Plan (includes private health insurance, travel insurance, gym discounts)
- Health cash Plan (Medicash health plan Level 3)
- 6% employer pension contribution.
- Life assurance – 4 x salary.
- Income protection insurance – 75%
- 28 days holiday plus 3 additional days, & further days for various key life events as well as the opportunity to sell up to 5 days per calendar year.
- Swap public/bank holidays each year for alternative days that align with your personal, cultural, or religious observances.
- Enhanced family friendly and family forming policies.
- Access to a wide range of retail discounts.
- Team Socials.