Product Owner - Onboarding

At Epos Now, we're empowering 70,000+ merchants globally with cutting-edge POS and payments solutions. As we continue to scale, we're searching for a Product Owner - Onboarding to lead and elevate the entire merchant onboarding experience - from KYC and account setup to configuration, permissions, and getting customers trading confidently.

This is a Product leadership role focused on improving the platform itself and driving strategic, data-led enhancements that shape how every new merchant activates their system.

Role Purpose

The Onboarding Product Owner will own the merchant onboarding journey. You will define world-class experiences that help merchants complete KYC, set up their system, configure their workspace, and start trading quickly. You will understand global preferences, compliance requirements, and regional nuances.

You'll drive strategic direction, set priorities, and collaborate with engineering, design, payments, operations, and support teams to deliver impactful improvements. You will be the voice of the merchant as they begin their journey on Epos Now.

Key Responsibilities

Analysis

• Analyse onboarding performance to identify friction points
• Implement journey monitoring with engineering
• Review behavioural funnels to understand where customers struggle
• Use data insights to prioritise improvements
• Benchmark journey experiences against competitors

Discovery

• Identify and validate customer problems
• Conduct interviews, call listening, and usage observation
• Collaborate cross-functionally to refine ideas and align priorities

Delivery

• Produce clear PRDs and success metrics
• Align stakeholders across the business
• Support engineering throughout development
• Lead GTM planning and cross-team readiness

Data Ownership

• Provide consistent reporting on KPIs
• Maintain visibility of onboarding performance

Innovation

• Suggest and apply UX best practices
• Identify opportunities for AI-driven optimisation
• Advocate for an end-to-end seamless journey across hardware, payments, KYC and digital flows

• 3+ years as a Product Owner or similar product role
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management
• Experience with process improvement and/or project management

Ideal

• Experience with onboarding and early-life customer journeys
• Exposure to FinTech, payments, identity verification or POS systems

️ Skills

Technical Skills

• Proficiency with product analytics tools (Mixpanel, Amplitude, GA4, Hotjar)
• Ability to analyse data using SQL (basic-intermediate)
• Experience with Power BI, Looker or similar
• Strong UX/UI understanding
• Comfortable with API concepts and integrations
• Familiarity with KYC, identity verification, and compliance flows
• Awareness of AI-driven onboarding optimisation
• Skilled at mapping end-to-end customer journeys

Product Skills

• Deep understanding of the product lifecycle (discovery * delivery * iteration)
• Experience writing PRDs, user stories, and success criteria
• Skilled at funnel analysis, customer interviews and call listening
• Uses prioritisation frameworks effectively (RICE, MoSCoW, etc.)
• Experience developing GTM plans
• Ability to define and measure KPIs and conversion metrics
• Effective at cross-functional work across engineering, design, payments, identity and hardware

Behavioural Skills

• Strong communication skills
• Influential, collaborative and able to build alignment
• Highly organised, able to juggle priorities
• Data-driven and structured problem solver
• Thrives in fast-paced environments
• Customer-obsessed with a curiosity for improvement

Our Values & Competencies

• Customer: Communicates professionally and advocates for user experience
• Mission: Drives improvement in their area of expertise