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Assistance Segment Lead
Department:Business
Location:Berlin
About the opportunity
We're seeking a strategic and results-oriented Segment Lead
for our business team within theAssistance segment
, with a focus on delivering excellence and scalability acrossCustomer Support channels and N26 Operations
. In this role, you'll serve as a key partner to ourCustomer Support and Operations Enablement
teams—driving high-impact strategic initiatives, optimizing operations, and ensuring we scale effectively and compliantly. You'll work closely with cross-functional stakeholders and external partners to support our continued growth and operational excellence.In this role, you will:
- Lead and grow the Assistance business team, fostering a high-performance and collaborative environment with Product & Tech and Operations teams.
- Build and continuously improve scalable business processes to support N26’s rapid growth and operational excellence.
- Develop deep expertise in the Assistance segment (Customer Service & Ops Enablement), including its infrastructure, systems, and workflows.
- Own day-to-day operations and relationships with external service providers in the Assistance space, ensuring high performance and strong collaboration.
- Track and analyze key performance indicators (KPIs) and service-level agreements (SLAs) of external partners to ensure alignment with company objectives.
- Regularly review operational data and KPIs to uncover insights and identify areas for improvement across your projects and responsibilities.
- Prepare robust business cases to evaluate the cost, impact, and feasibility of new initiatives and operational changes.
- Lead high-impact projects end-to-end—from strategic planning and design through execution, continuous improvement, and ongoing management
- Contribute to defining strategic objectives at both the segment and team levels, aligning goals with broader company priorities
- Manage compliance and risk assessments tied to external partnerships, including SLAs monitoring and annual reviews.
- Act as a key stakeholder across multiple departments, including Product & Tech, Data, Compliance, Legal, Finance and Operations and in other segments.
What you need to be successful:
Background:
- Bachelor’s degree in Finance, Accounting, Economics, Business Management, Engineering, Mathematics, or a related field from a top-tier university.
- 6+ years of experience in a fast-paced environment—such as fintech, banking, consulting, startups, or corporate strategy—ideally within a regulated industry or financial services.
- Proven experience in people management, with a strong ability to manage both internal and external stakeholders (including external vendors).
- Familiarity with audited and heavily regulated environments is a strong plus.
Skills:
- Excellent organizational skills and the ability to manage multiple priorities in a fast-changing, deadline-driven environment.
- Demonstrated ability to take full ownership of complex projects from ideation to delivery.
- Strong cross-functional communication skills, with the ability to work effectively across diverse teams in a multicultural environment.
- Comfortable navigating compliance and regulatory topics with a high level of independence and ownership.
- Solid project management experience, including collaboration with internal teams (especially Product, Tech, and Compliance) and external partners.
- A growth mindset and agile approach to problem-solving.
- Experience with customer-facing products or processes; understanding of customer satisfaction drivers and operational performance is a plus.
- Exceptional analytical skills and attention to detail; proficiency in Excel and project management tools is essential.
- Strong storytelling and visualization skills using PowerPoint. Experience in presenting to senior management and executives.
- Experience working with data to drive decisions. Fluency in SQL is a plus.
- Passion for the banking and fintech industry, and a desire to deepen your understanding of how N26 operates.
Traits:
- You understand and believe in the N26 business model—and want to make a real impact.
- You thrive in a dynamic, fast-paced environment and remain composed under pressure.
- You have a strong bias for action and take initiative without waiting for direction.
- You value open, timely, and constructive feedback—and are comfortable giving and receiving it.
What’s in it for you:
- Accelerate your career growth by joining one of Europe’s most talked about disruptors 🚀.
- Employee benefits that range from a competitive personal development budget, work from home budget, discounts to fitness & wellness memberships, language apps and public transportation.
- As an N26 employee you will have access to a Premium subscription on your personal N26 bank account. As well as subscriptions for friends and family members.
- Additional day of annual leave for each year of service.
- A high degree of autonomy and access to cutting edge technologies - all while working with a friendly team of peers of diverse nationalities, life experiences and family statuses.
- A relocation package with visa support for those who need it.