Product Manager - Onboarding

Job description

Rank Interactive, the digital arm of The Rank Group, stands as a leading global digital gaming company fuelled by top-tier talent and technology. Recognised through iconic brands, our products and our people, we bring entertainment to millions of people worldwide on various devices daily. Operating with a multi-branded strategy, we offer online entertainment, bingo and slot gaming, along with a social gaming mobile experience, using a mix of proprietary and licensed software. With offices in the UK, Gibraltar, Mauritius and South Africa while being part of a Rank Group with approximately 8,000 employees globally; we unite people and entertainment across diverse digital channels. Joining our high-performing and inclusive culture, you'll instantly become part of a team supporting our customer-facing initiatives. Job Purpose: We are looking for a Product Manager to own and improve the digital onboarding experience across Rank Interactive's brands, helping customers join with confidence, become eligible to play and seamlessly transition into the right experience. As part of our Join product pillar, you will be responsible for creating an intuitive, trusted and frictionless onboarding journey, from a customer's first interaction through registration, eligibility and their onward journey into the product. You will work closely with Design, Engineering, Analytics, Delivery and business stakeholders to understand customer problems, identify opportunities and deliver measurable improvements to customer experience and conversion. This is an outcome-focused role. You will own the direction, priorities and performance of your product area, using customer insight, data and experimentation to make informed decisions and continuously improve the experience. Main Accountabilities & Responsibilities Product Ownership & Strategy • Own the Onboarding product area, its priorities, roadmap and contribution to the wider Join objectives. • Translate business strategy and customer needs into clear product opportunities and measurable outcomes. • Identify and prioritise improvements that increase successful account creation, reduce unnecessary friction and support conversion from prospective customer to first-time depositor (FTD). • Ensure customers are guided to the most relevant next step or experience once eligible, creating a seamless transition from onboarding into the wider product. • Balance customer experience, commercial value, regulatory requirements and technical considerations when making product decisions. • Ensure onboarding improvements support a consistent, connected customer journey across Rank's brands. Customer Understanding & Discovery • Develop a strong understanding of customer behaviours, needs and barriers throughout the onboarding journey. • Use qualitative and quantitative research, funnel analysis, customer feedback and market insight to identify opportunities. • Lead product discovery, defining problems, exploring solutions and validating assumptions before committing to delivery. • Identify unnecessary steps, points of confusion and friction that prevent customers from completing onboarding or progressing to their intended experience. • Work with Design, Engineering and Analytics to test ideas, assess feasibility and evaluate potential impact. • Clearly articulate the customer problem, expected value and evidence supporting product recommendations. Outcomes & Continuous Improvement • Take accountability for improving measurable outcomes within the Onboarding product area. • Establish clear success measures and use data to assess product performance and identify opportunities. • Focus on key measures including Eligible Account Creation Rate, Registration Completion Rate, Eligibility/Checks Completion Rate and Time to Eligibility. • Understand how onboarding performance contributes to the wider Join outcome of Prospective Customer to FTD Conversion Rate. • Measure and improve how successfully customers progress from eligibility into their intended next experience, minimising unnecessary steps and drop-off. • Use experimentation, performance analysis and customer insight to optimise existing journeys and evaluate delivered changes. • Identify performance gaps, challenge assumptions and adapt priorities based on evidence. Prioritisation & Delivery • Own and maintain a clear, prioritised product backlog aligned to customer problems and desired outcomes. • Define product requirements, success criteria and intended outcomes, ensuring teams understand the value of what they are building. • Work closely with Engineering, Design and Delivery to develop solutions, manage dependencies and support effective execution. • Make informed scope and priority trade-offs, balancing impact, effort, risk and available capacity. • Remain accountable for product decisions and outcomes throughout discovery, delivery and post-launch optimisation. Stakeholder Collaboration & Influence • Build effective working relationships across Product, Technology, Design, Analytics, Compliance, Operations and commercial teams. • Align stakeholders around customer problems, priorities, evidence and expected outcomes. • Communicate product direction, recommendations, progress and performance clearly to different audiences. • Constructively challenge requests and assumptions, using evidence to focus investment on the most valuable opportunities. • Work with colleagues across Join, Play and Stay to ensure smooth transitions between journeys and a connected end-to-end customer experience. Responsible Product Management • Ensure regulatory compliance, customer protection, accessibility and responsible gambling considerations are embedded in product discovery and decision-making. • Partner with Compliance, Risk and relevant specialists to understand requirements and deliver appropriate customer experiences. • Balance conversion improvements with customer trust, sustainable engagement and regulatory obligations. What's Needed for Success Experience & Qualifications • Experience working as a Product Manager or in a comparable digital product role, with ownership of customer-facing journeys or features. • Demonstrable experience improving digital customer experiences through data, customer insight and product discovery. • Experience working with cross-functional teams to take product opportunities from problem identification through delivery and optimisation. • Experience defining success measures, analysing conversion funnels and using experimentation to improve product performance. • Understanding of agile product development, prioritisation and iterative delivery. • Experience with registration, onboarding, conversion or other transactional digital journeys would be advantageous. • Experience in a regulated environment, particularly gambling or financial services, would be beneficial but is not essential. Skills & Capabilities • Customer & Problem Understanding: Able to identify meaningful customer problems, investigate root causes and develop a clear understanding of user needs. • Strategy & Commercial Value: Able to connect product decisions to wider strategic objectives and assess opportunities based on customer and business impact. • Outcome Ownership: Comfortable using data, defining success measures and taking responsibility for improving product performance. • Product Judgement: Able to evaluate options, challenge assumptions and make pragmatic decisions with incomplete information. • Discovery & Execution: Skilled at exploring problems, validating solutions, prioritising work and partnering with teams to deliver value. • Collaboration & Influence: Able to build trusted relationships, communicate clearly and align stakeholders without relying on formal authority. • Technical & Regulatory Awareness: Sufficient understanding of digital technologies, data and regulatory considerations to make informed product decisions alongside specialists. What Success Looks Like Success in this role means delivering measurable improvements to the onboarding experience and demonstrating clear ownership of the product area. You will: • Establish a strong understanding of the onboarding journey, its performance and the biggest opportunities for improvement. • Maintain a clear, evidence-led product direction and prioritised pipeline of opportunities. • Improve successful account creation and eligibility conversion while reducing unnecessary friction. • Ensure customers transition smoothly into the right experience once eligible, without unnecessary effort or disruption. • Demonstrate measurable impact through discovery, experimentation, delivery and continuous optimisation. • Build confidence among stakeholders through sound product judgement, transparency and effective cross-functional collaboration. Ultimately, you will help more customers join with confidence, become eligible with minimal effort and seamlessly reach the experience they came to enjoy. #interactive Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself You’ll get a competitive salary combined with some great benefits. Wellbeing@Rank is important... From hybrid & flexible working hours and colleague support networks to menopause support and weekly PepTalks, we’re here for you. We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you WORK, WIN and GROW with us. Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe. From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered. *Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location. We are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates. If you need any adjustments as part of your application or interview, please let us know. #Interactive