Senior Product Manager – Customer Identity & Onboarding

Join Zepz: Breaking Down Borders, Together

Our Meaningful Mission
At Zepz, we're all about breaking down barriers for our customers and our teammates. Our purpose is deeply personal, we provide a lifeline and deliver opportunities to cross-border communities that need it most through cutting edge finance and tech.Zepz is the power behind WorldRemit and Sendwave,  driven by the mission to celebrate the incredible impact migrants have, both at home and abroad. We're not just moving money; we're building a world that truly recognizes and supports global connections.
Who You'll Be Joining
We look for mission-driven builders who thrive in a fast-paced environment connected to a true purpose. We’re an always developing team of experts that enjoy problem solving and bring clarity to tough challenges. At Zepz, we are Relentless Learners, always seeking feedback, and  Responsible Owners, treating company resources like your own. We depend on Transparent Communicators who keep the team aligned through open, honest talk.
Our Core Commitments — What We Live By
Our vibrant and truly diverse culture is built on three core commitments, that guide how we work and interact:

• Integrity: We always do the right thing. It’s simple, but it’s the foundation of everything we build for our customers and each other.
• Outcomes: We work for our customers. Their success and prosperity are the results we focus on delivering.
• Velocity: We are fast! We maintain high energy levels and make smart decisions quickly, keeping us nimble and ahead of the curve.

Perks of Joining Our Team
We believe in empowering colleagues because we genuinely trust our team. Our culture is founded on this high trust, which naturally encourages the high ownership that drives us to meet our shared high expectations and deliver high performance. While we have all the tools to work remotely, we value the purpose and benefits of in-person connections so we expect our teams to come to the office on a regular basis, and therefore be within a comfortable commutable distance from our London office. Alongside a great office environment, think unlimited annual leave , great healthcare benefits, and employee discounts. We want you to thrive and focus entirely on making your biggest impact! In turn, we expect you to bring high ownership and commitment to your work. This is a place where we value trust and high performance, and we'll provide the environment and support needed for you to excel 
What you will own
As a Senior Product Manager at Zepz, you'll report to the Director of Product, Identity. You will own two sides of the same coin: how new customers get from signup to their first transaction, and how they securely access their accounts every time after.
Half of your focus is onboarding conversion: owning the signup-to-first-transaction funnel across markets — measuring, diagnosing, and removing friction at every step while meeting KYC obligations. The other half is authentication: our identity platform, the MFA and OTP delivery stack (SMS, email, authenticator apps, passkeys), and account recovery journeys that get real customers back in without opening the door to account takeover. These are one equation — every verification step, OTP, and login challenge shapes whether a customer sends or churns — and you will be its single owner.
We move fast with high stability, so you'll need to be comfortable making progress with incomplete or imperfect information.
Key Responsibilities

Onboarding & Conversion

• Own signup-to-first-transaction conversion across Sendwave and WorldRemit — funnel measurement, drop-off diagnosis, and friction removal at every step.
• Balance conversion with compliance and security
• Lead a continuous experimentation program — A/B testing onboarding flows, generating insights, and iterating quickly on results.

Authentication & Account Access

• Own the authentication roadmap — login, session management, step-up, and account recovery 
• Own the MFA and OTP stack (SMS, email, WhatsApp, authenticator apps, passkeys), including SMS delivery rates, cost per verification, fallback logic, and protection against SMS-pumping fraud.
• Design account recovery journeys that balance locked-out customers regaining access quickly against account-takeover (ATO) risk
• Improve account management — credentials, devices, sessions, profile changes, active, inactive

Across both

• Build the measurement frameworks for funnel conversion, verification pass rates, auth success, OTP delivery, and recovery completion.
• Monitor emerging identity technologies, authentication standards, and threats (passkeys/FIDO2, ATO patterns, SIM-swap) to inform product decisions.
• Drive multiple work streams simultaneously, collaborating with Engineering, Design, Security, FinCrime, Compliance, and Customer Ops.
• Ensure compliance with international financial regulations and standards.

What you bring to the table

• Proven product management experience across onboarding and identity in fintech or consumer products. You've owned a conversion funnel at scale, and you've shipped login, MFA, or account recovery flows — and you understand how security, cost, and conversion trade off.
• Conversion optimization craft. A track record of moving funnel metrics through experimentation, funnel analytics, and friction diagnosis — not just shipping features.
• Familiarity with identity platforms and the OTP ecosystem — Authentication providers, SMS/messaging providers, deliverability, and telecom-related fraud vectors.
• Third-party relationship management experience, with a natural ability to build rapport and collaborate to successful outcomes with vendors and senior stakeholders.
• Data-savviness with an inquisitive, investigative nature. Strong analytical skills with SQL, data visualization, and statistical analysis. You're not afraid to learn new tools, dig through tickets or code, and build the data structures needed to establish clear cause-and-effect.
• Comfort working asynchronously in a remote, global team spanning many time zones.
• Clear communication skills. You'll make complex tradeoffs about what's best for our users and our business thoughtfully and collaboratively, across functions and levels.
• Self-starter mentality with a bias for action and the ability to work independently in a fast-paced environment.

Bonus points if you have

• A degree (or equivalent experience) in a quantitative or technical field such as data analytics, engineering, or computer science.
• Experience with passkeys/FIDO2, risk-based authentication, or fraud/ATO prevention.
• Great taste for building delightful user experiences.
• Familiarity with any of the communities we serve.

AI Literacy & Tools
As Zepz continues to build AI into how we work, we expect everyone to engage with it as a core part of their role. For this position we are looking for:

• A genuine curiosity about AI and how it can be applied in your area of work, from accelerating analysis and insight generation, to improving how we design and deliver processes and communications.
• Practical experience using AI tools in a professional context, whether to connect information, draft content, build frameworks, or create insights from data. We want people who actively use AI to increase productivity, not those who are waiting to be told to.
• Strong AI literacy. An understanding of what AI assistants can and cannot do, how to prompt effectively, and how to critically evaluate AI-generated output before using it.
• Awareness of the ethical considerations and responsible use of AI in the workplace, particularly in the context of sensitive data, customer experience, and compliance.
• Prior experience using Claude (Anthropic) is a nice-to-have but not essential — what matters most is that you are genuinely engaged with AI as a tool, comfortable experimenting, and eager to share what works with your wider team

If you want to join us in our journey to help break barriers in financial access and improve lives globally, there's no better place or time to join.
Our global team of 800+ people is spread across six continents. We aspire to hire the best mix of people from former Olympians to YouTube influencers and we speak over twenty languages. This incredible diversity isn't a bonus; it's the engine that lets us serve the world.
Ready to Apply? Let’s Go.