Head of Product- Merchant Experience [B2B]

Responsibilities

1. Own the End-to-End Merchant Journey • Define and continuously optimize the merchant lifecycle: acquisition → onboarding → activation → growth → retention. • Ensure consistency in UX, flows, pricing transparency, and servicing experience. • Identify friction points across products and drive cross-functional improvements.

2. Cross-Product Experience Strategy • Develop and articulate a unified Merchant Experience Vision. • Standardize onboarding, KYC journeys, dashboards, reporting, notifications, and support models. • Align design systems and product patterns across POS, Gateway, Lending, WPS, and Remittance. • Drive omnichannel coherence across app, web, and merchant portals.

3. Stakeholder Leadership & Alignment • Act as the central experience owner across product silos. • Partner closely with PMs across all verticals. • Collaborate with Engineering, Design, Risk, Compliance, Operations, Sales, and Customer Success. • Facilitate cross-product prioritization and resolve trade-offs. • Influence roadmap decisions to balance vertical goals with horizontal excellence.

4. Merchant Insights & Data-Driven Optimization • Establish and track experience KPIs: activation rate, time-to-live, onboarding drop-offs, cross-sell conversion, NPS, retention. • Leverage analytics and merchant feedback to drive improvements. • Lead usability testing and merchant research initiatives.

5. Operational Excellence & Service Design • Ensure seamless handoffs between product lines (e.g., acquiring to lending eligibility). • Improve servicing journeys including settlements, refunds, loan repayments, payroll processing. • Partner with operations to reduce manual processes and turnaround times. • Drive automation and self-serve capabilities.

6. Governance & Roadmap Oversight • Establish and lead a Merchant Experience Council across product owners. • Maintain a unified cross-product roadmap highlighting dependencies. • Identify duplication or conflicting flows across verticals. • Escalate systemic risks and structural experience gaps to executive leadership.

Requirements

• 10–15 years of Product Management experience with strong exposure to fintech, payments, or SME financial services. • Experience leading cross-functional, multi-product ecosystems. • Proven ability to operate effectively in a matrixed organization. • Strong understanding of merchant acquiring, SME lending lifecycle • Demonstrated success improving activation, retention, and cross-sell metrics. • Strong executive presence and stakeholder management skills. • Data-driven mindset with comfort in analytics and experimentation. • Experience working within regulated financial environments.

Preferred Qualifications

• Experience in B2B product management • Familiarity with the UAE market • Strong leadership and team management skills

Benefits

• Competitive salary • Comprehensive health insurance • Annual leave and paid time off • Opportunities for professional growth

About the Company

Astra Tech is a leading technology company that provides innovative financial solutions to businesses and individuals. With a focus on digital transformation and customer-centric services, Astra Tech is committed to delivering exceptional value to its clients and partners.