Job description

About the opportunity

As a Customer Identity Segment Lead at N26, you will take ownership of the performance and strategic development of the Customer Identity journey, with a specific focus on conversion rate, onboarding cost, and KYC provider efficiency. In this role, you will act as a business owner for the segment, balancing customer experience, regulatory compliance, and commercial efficiency.

You’ll work closely with Product, Engineering, Risk & Compliance, and Data teams to drive measurable impact across our onboarding and verification flows. This is a strategic leadership position reporting into the Head of Banking Foundations and offers the opportunity to shape how millions of customers join and engage with N26.

In this role, you will

Own and lead the customer identity segment end-to-end, from funnel entry through successful onboarding, with a focus on conversion, cost, and compliance.
Drive and monitor key Customer Identity KPIs including:
- Onboarding cost per verified customer
- KYC provider performance (cost, success rate, SLA adherence)
- Overall onboarding funnel conversion
- Compliance and regulatory adherence (e.g. AML/KYC audit readiness)
Define and deliver strategic improvements to onboarding journeys in collaboration with product and engineering.
Act as the primary business stakeholder for our KYC providers, ensuring contractual and operational alignment.
Lead quarterly OKR definition and tracking for your segment.
Identify and execute opportunities for cost savings and operational efficiency without compromising customer experience or regulatory obligations.
Partner with Data and Analytics to continuously test, learn, and improve onboarding flows.

What you need to be successful

Proven experience in customer identity, onboarding, or KYC/KYB environments, ideally within fintech or regulated industries.
A strong data-driven mindset with the ability to interpret KPIs and derive actionable insights.
Experience managing external vendors and driving accountability across partner performance.
Demonstrated ability to balance compliance, cost-efficiency, and customer experience in a high-stakes environment.
Excellent stakeholder management and communication skills.
Fluency in English; additional European languages are a plus.