Jobs at Luno

We are looking for a product manager who appreciates the beauty in the mechanics of each product feature. You'll ensure the voice of our customers is represented in our product strategy. Along with our talented team of Lunauts, you'll be responsible for designing and delivering our product roadmap. You get to work in a dynamic and fast-paced environment, where ownership is key.
You'll work with cross-functional pods to help scale Luno to the next level. This role will be part of the Product team that is headed up by Alex, Luno's Head of Product, meet him here.

Your mission will involve

• Creating and maintaining a high-level product roadmap, where you define product strategy based on Luno's vision
• Working closely with the engineering team to translate our product roadmap into detailed requirements
• Communicate technical requirements in a way the rest of the business understands and help the business prioritise them effectively
• Collaborating with a brilliant bunch of Product Managers from different teams in order to build short-term delivery plans
• Working with the data and UX teams to research, prototype, test and validate ideas
• Working with the marketing team to roll-out and communicate product changes to customers
• Coordinating work between multiple teams across multiple countries
• You wave the flag for customer experience and product quality. Especially by understanding our customers through analysis, research, and direct interaction.
• Continuously monitor the effectiveness of product changes and recommend improvements
• Help facilitate growth by defining and optimising for key metrics
• Understand our customers through analysis, research and direct interaction

In your first six months, you will

• Complete your onboarding program. After getting comfortable with the basics, you'll start learning our patterns in a safe, easy-to-follow way.
• Understand Luno's product roadmap and vision
• Meet the wider team and work closely with Product Managers.
• After completing the onboarding program, you'll begin your journey contributing to your pod's success. You'll help plan the next quarter's objectives and key results (OKRs) and will begin working on our product roadmap. We succeed as a team, so we will provide you with regular feedback from your manager and peers and will encourage you to do the same.

What We'd Like You To Have

• You have at least 4 years experience as a Product Manager or Product Owner in a technical product area
• You take control and exercise leadership to lead change by initiating action, giving direction and taking responsibility to ensure delivery of objectives/goals/tasks/projects.
• You are great in prioritising, planning and organising your day and can manage your time efficiently
• Working as a team comes naturally to you – it's all about driving cooperation and teamwork to deliver results
• You will be the one raising your hand when it comes to creative and critical thinking and solution-driven ideas
• In order to excel in your role, a great eye for detail is inevitable
• Nothing holds you back, you have a positive and friendly disposition, with a 'can do' attitude
• Familiarity with cryptocurrencies is highly advantageous

Remote Life at Luno

If you're looking to work on something truly global and disruptive with a forward-thinking and ambitious team that highly values diversity, teamwork, and the continuous quest for excellence, then this is an opportunity for you.
Like the majority of the companies, Luno is currently working remotely to keep our employees safe, which means you will not be physically, but virtually onboarded for now!

• Live long and prosper. We've got you covered with excellent private medical insurance.
• You'll be able to continuously upskill yourself with access to free courses on Udemy, Coursera and CodeAcademy.
• For the crypto fans among you (should be everyone!), you'll pay 0 fees with Luno from the day you start
• Generous maternity / paternity and even (yes, you are reading it correctly) paw-ternity for your furry friend.
• Apple all the way. New Macbook, mouse and keyboard.
• Annual Inspiration Day... like that pottery course you've always been meaning to do!
• Work with a diverse team of hardworking, ambitious and friendly people on something that will truly revolutionise the financial world.
• We are a social bunch of people, we have virtual quarterly activities and drinks Fridays for whoever wants to join!
• We have virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts to break up your day and work that other part of your brain.

go to method of application »

In Luno's customer-focused environment, the Workforce Analyst is responsible for creating and maintaining schedules to enable the achievement of the planned service levels.

This role reacts to changes in contact volumes and determines the required levers to mitigate impact to customers through collaboration with stakeholders.

You're an analytical problem solver who is comfortable in a fast-paced, multi-tasked, high-energy environment. You will be able to demonstrate exceptional customer experience, a high level of dedication, enthusiasm, and motivation and an ability to manage communication and relations with multiple stakeholders.

Your mission will involve:

• Serving as subject-matter expert on workforce optimisation issues.
• Ensuring service level targets are met; maintaining the right headcount, and calculating capacity needs.
• Maintaining the scheduling software.
• Undertaking contact forecasting and employee scheduling, including shift bid planning.
• Reporting data management activities around employee scheduling and forecasts.
• Improving processes and increasing efficiency of operations by recommending necessary changes.
• Providing insight to contact volume trends, analysing and reporting as well as communicating key workforce metrics such as CPH, AHT, shrinkage and others.
• Communicating and discussing previous and current week's performance with relevant stakeholders and proposing recommendations.
• Monitoring intraday performance of contact volume and staffing levels; identifying scenarios that require immediate real-time intervention and highlighting recommendations.
• Maintaining and approving time-off, monitoring attendance and non-productive time.

In your first six months, you will:

• Build strong relationships with the Customer Success leadership team.
• Recommend/compare different workforce management tools and support the implementation.
• Learn to understand our CRM tool, policies and processes to support the team with their daily requirements.
• Understand and utilise all workforce reports.

The ideal Lunaut for this role:

• Relevant Bachelor degree /diploma.
• 2+ years of call centre experience.
• Experience in forecasting, planning, and scheduling contacts or work volumes and staff, ensuring optimal performance.
• Ability to summarise, visualise, and present data.
• Knowledge of key call centre metrics, including expected occupancy, utilisation, service levels, handle time, benchmarking and trending experience.
• Proficient with Microsoft Excel and Office, in order to store data, create reports, produce schedules and perform other tasks, working knowledge of eWFM, Siebel, Blue Pumpkin, IEX, TCS, Oracle, and I3 software (Interactive Intelligence) or any other workforce management software used to manage schedules, workflow, and statistical data.
• An innovative team player, highly motivated with a positive and approachable attitude as well as the ability to work independently .
• A strong analytical and technical aptitude.
• Clear and concise communication skills.
• The ability to work effectively under pressure, adapt to rapid changes in information, meet deadlines and be accountable for performance in a fast-paced and dynamic environment.
• A proactive mind-set to analyse problems, understand the business impact, identify the relevant solutions and provide recommendations for action.
• A willingness to take initiative for their own learning to improve performance and add value.

Remote Life at Luno:

If you're looking to work on something truly global and disruptive with a forward-thinking and ambitious team that highly values diversity, teamwork, and the continuous quest for excellence, then this is an opportunity for you.
Like the majority of the companies, Luno is currently working remotely to keep our employees safe, which means you will not be physically, but virtually onboarded for now!

• Live long and prosper. We've got you covered with excellent private medical insurance.
• Generous maternity / paternity and even (yes, you are reading it correctly) paw-ternity for your furry friend..
• Annual Inspiration Day.. like that pottery course you've always been meaning to do!
• Work with a diverse team of hardworking, ambitious and friendly people on something that will truly revolutionise the financial world.
• We are a social bunch of people, we have virtual quarterly activities and drinks Fridays for whoever wants to join!
• We have virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts Monthly to break up your day and work that other part of your brain.

go to method of application »

Data Science at Luno supports the business in answering questions through creatively leveraging data to generate and test hypotheses to yield insights. In addition, it also creates data products to help the company become more data driven. Data provides a fingerprint that helps us understand who our customers are, how they are using our products, what pain points they face in the process, and how we can improve our products and processes. Our team of data scientists work and collaborate within cross-functional teams to deliver outcomes in support of our business objectives. Your role, as Data Science Team Lead, requires you to understand how to build and structure a high performing data science team, how to recruit and interview the best data scientists, and how to keep them productive and happy once they're in place, including accelerating their professional growth. You get to work in a dynamic and fast-paced environment, where being confident and comfortable in the face of ambiguity is pivotal to you and your team's success.

You'll collaborate closely with cross-functional teams to help scale Luno to the next-level. The role will report to Gorden, Luno's Head of Data. Meet him here.

Your mission will involve:

• Hire, manage and guide your team to ensure that Luno attracts and develops the best talent in the Data Science team
• Building a solid high-performing team that is poised for future growth through development, coaching, clear expectation setting and a strong focus on employee experience
• Create an environment that instills trust, encourages world-class performance and ensures clear transparent communications to align around the overall vision of the product

• Develop relationships across the business to increase the data science team's influence and broaden its perspective
• Aligning teams to Luno's strategy to achieve business objectives
• Ensure delivery of outcomes through helping remove blockers, and discussing statistical, software engineering, and data issues with your team
• Build enthusiasm around innovation, technical growth, and learning for the Data Science team
• Collaborating with leaders within the organisation and develop an inspiring data science "way of working" that you will ensure is applied in your team, providing clarity to the rest of Luno and, therefore, setting your team up for success
• Working closely across all key product development functions, including Engineering, Design, Product Management, Operations, Marketing, and Customer Success to influence, advise and coordinate efforts, ensure strategic alignment and seamless execution
• Conducting periodic one-on-ones with your direct reports, review their performance, understand what keeps them happy and engaged, and offer career mentorin

 

In your first six months you will

• Complete our onboarding program
• Understand Luno's business mission and strategy, product milestones, and product roadmap
• Meet the broader team and work closely with the Data Science team
• Familiarise yourself with our data systems, platforms, and processes
• After completing the onboarding program, you'll begin your journey contributing to the Data Science team's success. You'll help outline our long-term data strategy, formalise the data scientists' roles and career development plans for each of your team members.
• We succeed as a team, so we will provide you with regular feedback from your manager and peers and will encourage you to do the same.

The ideal Lunaut will have:

• You love working with people, and seeing them grow and succeed
• You have at least 5 years experience working in a data science function, or similar, as an individual contributor, with credible technical credentials
• Experience in a people leadership role, coaching, mentoring and developing teams, with a proven track record of delivering results through others
• Experience in building a data science function in a scaling organisation
• Be able to mentor, evaluate, and promote career growth for data scientists
• Ability to influence and persuade others
• Strong people management and mentoring experience and skills
• Highly collaborative with outstanding relationship building skills
• You take control and exercise leadership to lead change by initiating action, giving direction and taking responsibility to ensure delivery of outcomes while simultaneously balancing the data scientists' need for autonomy in how they work
• You are great in prioritising, planning and organising your day and can manage your time efficiently
• Working as a team comes naturally to you – it's all about driving collaboration and teamwork to deliver results
• Adept at problem solving, especially in relation to getting individuals and teams to be the best version of themselves
• Creative and critical thinking abilities
• Nothing holds you back, you have a positive and friendly disposition, with a 'can do' attitude
• Familiarity with cryptocurrencies is highly advantageous