Klarna
Product & Consumer Success Lead
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About The Position
The Klarna UK Product & Consumer Success ("PCS") Lead oversees all new and existing products and services impacting UK consumers. In this position, you will work closely with the UK Payment Method and Klarna Card product managers. While these product managers remain accountable for their products in the UK market, you are responsible for ensuring that product and customer journey design decisions reflect a clear focus on good consumer outcomes and comply with UK regulatory requirements. Facilitating smooth collaboration with Klarna UK stakeholders is also central to the position.
Responsibilities
- Ensuring Klarna’s products within the UK drive good customer outcomes, compliant and meeting strategic objectives.
- Drive the end-to-end delivery of UK product initiatives in collaboration with product managers and domain teams - owning progress, unblocking dependencies, and ensuring that UK-specific changes land on time and to the required standard.
- Collaborate with other Payment Methods teams, such as the teams responsible for the purchase flow, underwriting, app experience and communications. Assess global product development against UK requirements including attending New Product Approval process, to provide input from Klarna UK in the impact assessment stage.
- Lead and develop the Consumer Duty Forum as well as annual Board report. Have ownership of the Consumer Duty framework ensuring it is fit for purpose meeting UK regulations. Oversee all aspects of Consumer Duty requirements, e.g. End to end journeys, Consumer Duty Impact Assessments, Monitoring of outcomes and Outcomes Testing results. Responsibility to escalate issues to senior management where necessary.
- Report to and attend the Klarna UK Audit, Compliance, Operations and Risk Committee as required to report to Klarna UK senior management on all Product and Customer Success topics.
- Regularly review and update Klarna’s UK product and customer success policies and routines to ensure compliance with the UK regulatory requirements.
- Develop and manage key stakeholder relationships across the Klarna business with a view to enabling the UK team and others to deliver good customer outcomes.
- Support all interactions with the regulators relevant to Product and Consumer Duty.
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Who You Are
- Bachelor's degree in a relevant field such as Finance or Business Administration.
- Essential 7+ years of experience in development of financial services products within a UK firm with a focus on delivering great consumer outcomes.
- Knowledge and understanding of UK regulations and consumer protections to be able to ensure compliance.
- Strong analytical and project management skills.
- Excellent written and verbal communication skills with the ability to effectively communicate complex Product & Consumer Success policies to a variety of internal and external stakeholders.
- Ability to act as a subject matter expert and represent KFSUK in discussions with the UK regulator. Ability to build up expertise quickly over multiple topics and areas.
- Proven ability to work collaboratively with cross-functional teams and cultivating robust partnerships with stakeholders at a Director level in various domains and teams.
- It is preferable if candidates can demonstrate an understanding of collections, arrears and forbearance practices or have experience in developing and implementing policies that align with business objectives and regulatory requirements.
- Proven track record of delivering successful operations and providing a positive consumer experience.
Awesome to have
- Understanding of collections, arrears, and forbearance practices within consumer financial services
- Experience developing governance frameworks, policies, and operational routines within regulated environments
- Experience working in international or matrixed organizations with multiple stakeholder groups
- Professional certifications related to risk, compliance, operations, or financial services governance
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Please include a CV in English
Curious to learn more about Klarna and what it’s like to work here? Explore our career site!
Klarna is proud to be an equal opportunity employer. We are committed to building a diverse workforce that reflects our global customer base and to fostering a culture where everyone belongs. We provide equal employment opportunities to all individuals regardless of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, marital status, pregnancy, parental status, or any other characteristic protected by applicable law. We encourage applications from individuals of all backgrounds and identities. We consider qualified applicants with criminal history for employment in accordance with state and local laws and “fair chance” ordinances. If you require reasonable accommodation for any part of the application or hiring process, please contact talent.acquisition@klarna.com.
In accordance with applicable law, the salary range for this position is provided in the job posting. The salary offered will be determined by the candidate's location, qualifications, experience, and education. The salary range posted in the job advertisement refers to the base pay. Base pay is part of a total compensation package, which may also include equity rewards, monthly stipends for health and wellness, and benefits such as life insurance, medical, dental, and vision coverage for you and your dependents.
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