🚀 Be part of a movement to change the way Europe pays

In today’s digital world, payments often still feel outdated: random delays and confusing rules make it harder than it should be to pay and get paid. The European Payments Initiative (EPI) is here to change all that, forever.

With Wero, our digital wallet, we make sending and receiving money simple, seamless and secure across France, Belgium and Germany, with more countries and omnichannel solutions coming soon. Supported by 14 major banks and the two largest European acquirers, EPI is building a new, proudly European payment system: easy, instant and transparent, all for the greater good.

🔎 What's in it for you

How would you like to join a 2 year-old scale-up that’s already shipped not just one successful payment product, but, through our member banks, 10s of apps, with 10s of millions of users?

How would you like to develop processes that actually lead somewhere? You’ll have a leading voice in how the EPI experience vision is communicated, and how members are encouraged and supported in delivering it. The toolkit, collaboration strategies and ways of working are all yours to redefine at this rapidly evolving scale-up.

The initiatives you champion in this pivotal role will directly impact economic activity across Europe. 

🐝 About the team

You’ll be part of a Pan-European Product and Engineering team that operates in an Agile environment. You’ll work closely — but fully remotely — with experts in Product Design, Web Dev, Mobile Dev, Backend Dev, QA and DevOps from Germany, France, the Netherlands, Poland, and other European locations.

Specifically, the Member Success team comprises Technical Writers, Partner Integration Engineers and UX Designers, tasked with supporting member banks as they work to deliver Wero to their customers.

💥 Your impact

• Contribute to a steady growth in Wero transaction numbers, by developing constructive relationships with Members that lead to continuous improvements in their customers' user experiences
• Define and execute a communication strategy that ensures Members are inspired and equipped to deliver robust, secure and modern Wero experiences to their customers in a timely and consistent manner
• Recruit, lead and mentor the diverse, cross-functional Member Success team, and empower them to develop collaborative relationships with Members
• Outwardly, represent the work of EPI and Wero teams to Members and other partners, both existing and prospective. Be a spokesperson for the Wero experience vision; champion the technical architecture, cohesive ecosystem design and implementation processes that Members must adhere to
• Inwardly, work with senior EPI stakeholders to ensure that Member feedback is heard and understood, and, where required, work to develop or strengthen processes that ensure a positive Member experience
• Take a proactive and leading role in implementing a cycle of continuous improvement in Member onboarding, guidance and implementation support. Establish metrics and methods to evaluate EPI’s technical documentation, experience principles, certification processes and onboarding cycles for strengths and improvement opportunities

✅ If you had joined us last month, here’s what you could have done

• Led a cross-department workshop about ways to protect our vision for a world-leading customer experience through our member banks
• Met with senior representatives of individual member banks to understand their development plans and answer questions about the Wero experience and architecture

💻 Technology stack

• Miro, PowerPoint, Confluence, Jira, Figma, GitHub
  

🕵🏻‍♀️ To succeed, you should meet at least 70% of these requirements

• +9 years of experience in customer experience management
• Fluent in English (CEFR C1 or C2) is mandatory; French, German or Dutch or any additional European languages is a plus
• Experience managing both technical and non-technical stakeholders, both on the client side and internally
• Proven experience in enhancing and optimizing touchpoints for delivery partners and 3rd parties, such as technical documentation, experience design guidelines, helpdesks, Q&A processes and knowledge management platforms
• Demonstrated ability to communicate with authority and gravitas to both members and internal stakeholders, effectively influencing change within complex political environments
• Experience working in a fully remote agile environment, proficient with tools such as Miro, PowerPoint, Confluence, and Jira

🪜 If this looks like you, the recruitment steps are:

1. A first call with one of our recruiters
2. An interview with Head of Product Design and one of our Country Relationship Leads
3. A technical interview with one of our Partner integration Engineers
4. A final call with our CPTO
5. Hopefully, an offer you can’t refuse

⛔ Turn back if …

• You are looking for a role where there will be a clearly defined scope, stakeholder map and ways of working established when you join
• You do not have technical or product development experience

Otherwise apply!

🫶 Our commitment to equal employment opportunities

EPI offers the same job opportunities to all, without distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. EPI promotes the development of an inclusive work environment that mirrors the diversity of the clients our product is serving.