Principal Product Manager - Customer Activation

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.

More about our mission and what we offer.

Job Description

Join us solving one of the biggest growth opportunities at Wise; shaping how millions of prospective new Wise customers around the world complete their first transfer to move money across borders with personalized AI Assistant and tailored experiences in each route.

Today, many of our customers try cross-border transfers for the first time in their life with Wise. They need superior value in price and speed in their specific route, a seamless experience that turns an unfamiliar process into something so effortless, personalized and locally relevant that choosing any other provider becomes unthinkable.

You'll eliminate these barriers by leading:

• Wise AI Assistant: You'll shape and scale our AI-powered concierge that provides personalized, contextual guidance during the first transfer and beyond. You’ll also spearhead new innovative experiences replacing traditional UX screens with agentic conversational banking.

• Tailored Experiences Route-by-Route: You’ll create a systematic approach to harvest insights from assistant and beyond, and rally the organization to win new customers by tailoring the product offering and experiences route by route (e.g. GBP->EUR) working closely with regional, pricing, and payment operations teams.

About the team

The Send Activation team consists of dedicated world-class engineers, designers, analysts, and researchers working across our offices in London and Budapest.

Success is measured by new customer send flow conversion rate, monthly new cross-currency send customers, new customer contact rate and customer effort score.

You will be:

• Owning two interconnected high impact areas simultaneously driving the AI Assistant and the route-by-route activation strategy, finding synergies between the insight engine from assistant conversation and core product improvements.

• Shaping Wise's conversational AI banking future taking the AI Assistant from contextual helper to agentic concierge defining the path from chat to conversational transfer setup and scaling interaction mediums to beyond Wise App like MCPs.

• Building a scalable systems for global impact creating systematic frameworks that enable regional teams to win their own routes independently

• Driving customer activation through data, design and experimentation using conversion funnels, AI-generated insights, competitor benchmarks, and A/B testing to identify and capture opportunities route by route and also global step changes.

• Collaborating across the organization working with Platform team on shared AI infrastructure, regional teams on local execution, compliance on new capabilities, and engineering and vendors on the cutting edge agentic AI technologies.

• Managing diverse stakeholders by bringing priorities and clarity through customer insights, data, and product sense - making decisions through facts, not opinions

• Leading without authority world-class designers, developers, and analysts to help the team reach their full potential and ship exceptional products

This role will give you the opportunity to:

• Shape AI-first product experiences at scale: You'll define how millions of customers interact with AI assistants during their most critical financial decisions - a category-defining opportunity in conversational banking.

• Build 0 -> 1 and 1 -> 100M: From piloting AI capabilities to building systematic playbooks that multiply impact across regions — you'll play new product launches and also scale products to millions of customers.

• Autonomy: Even at this scale you can choose your own path to success - you’ll have the freedom to define the vision with the responsibility for making it happen.

• Flexibility: Be flexible in how and where you work, we understand everyone needs a little something different so we’ll do our best to make it happen.

• Global collaboration and travel: Work with regional teams and vendors across London, Budapest, Tallinn, Austin, Singapore — travel to collaborate and localize the product around the world.

• Path to Leadership: Successful candidates can grow into Product Lead roles in the near future for the broader activation area as it scales.

Qualifications

A bit about you: 

• You are an experienced product manager (5+ years) who has solved complex customer-facing problems at global scale, ideally in fintech.

• You have experience with AI/ML-powered products - whether building conversational experiences, recommendation systems, or other AI-first features. You understand the unique challenges of shipping non-deterministic products (LLMs, evaluation, guardrails, iteration loops).

• You are customer obsessed. You approach every problem from the eyes of a first-time user who is nervous about sending their hard-earned money internationally.

• You have a strong sense of UX and a strict attention to UI details, and have a track record of delivering excellent UX. Design skills are a clear desired bonus.

• You eat analytics for breakfast - can use funnel data, cohort analysis, conversion metrics, and qualitative insights to identify, diagnose and prioritize problems.

• You have experience in qualitative design testing, to assess solutions against functional and emotional needs.  

• You have experience with experimentation and growth — A/B testing, funnel optimization, and systematic approaches to improving conversion at scale.

• You have a good technical understanding - comfortable discussing LLM architectures, API integrations and can partner effectively with engineers to expedite delivery.

• You are self-driven and a first-principles thinker; you deal well with ambiguity and noise, you can manage two parallel roadmaps, and pave the way for things that haven't been done before.

• You are able to turn a vision into actions with tangible building blocks of a roadmap and hands-on execution at pace to deliver impact faster.

• You have experience in building strong cross-functional team culture for best-in-class engineers, designers, analysts and researchers particularly across locationally distributed team/stakeholders.

• You are excited about shaping the future of agentic AI experiences and moving money globally for millions of customers, businesses and partners around the world! 

Additional Information

Restricted Stock Units (RSUs) & numerous amount of other benefits: https://www.wise.jobs/2020/07/07/benefits-in-our-london-office/

- Regular compensation reviews

- Generous stock options package

- 25 days holiday (plus the usual bank holidays and three "me days")

- Generous pension with enhanced company contributions

- "Mobile Wise" — work remotely for 3 months each year

- Private medical cover

- Loads more!

Ready to shape conversational AI experiences and help millions move money around the world?

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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