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Customer Identity Segment Lead

Department:Business
Location:Madrid
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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.
     
Apply for this position