About the role
Conversational Banking is how N26 scales support without scaling headcount at the same rate. The ambition is banking as a non-event: clients get help in their channel and language of choice, and most issues resolve before a human agent ever needs to be involved. N26 builds the intelligence in house — owning its own orchestration and intelligence layer rather than renting it from vendors — and the programme is now shifting from an assistant that answers questions to a system that acts on them.
Responsibilities
•Take full product ownership of complex client journeys and agent facing capabilities, translating strategic priorities into well defined roadmaps and squad deliverables.
•Lead discovery on contact drivers, building problem statements from real customer feedback, operational data, and contact center insights rather than assumptions.
•Work daily with engineering and applied AI teams to move journeys from answering to acting — delivering safe, autonomous resolution with robust guardrails and escalation paths.
•Instrument your domain with resolution first metrics, containment rates, and counter metrics to prove that operational efficiency never compromises quality or customer trust.
•Collaborate closely with operations, service partners, and peer product teams so that AI capabilities integrate seamlessly into agent workflows and back office tools.
•Design compliance, auditability, data privacy, and client protection into every capability from the start.
Requirements
•5+ years of product management experience, with a proven track record of shipping complex digital products or major automation capabilities end to end.
•Hands on experience with AI powered, conversational, or LLM based products in a live production environment.
•Highly proficient in analyzing datasets, defining metric frameworks, and separating signal from vanity metrics.
•A pragmatic bias for action, comfortable operating with ambiguity in a fast moving programme.
Nice to have:
•Experience in banking, fintech, or another regulated industry.
•Exposure to contact centre operations, BPO environments, or customer service tooling.
Conditions
•Accelerate your career growth by leading core infrastructure at one of Europe's premier digital banks.
•Employee benefits including a competitive personal development budget, work from home budget, fitness & wellness discounts, and public transportation subsidies.
•A Premium N26 bank account subscription for you, plus subscriptions for friends and family.
•An additional day of annual leave for each year of service.
•High autonomy to drive the ML technical agenda, working with a diverse, international team of peers.
•A relocation package with visa support for those who need it.
