Loyalty & Rewards - Product Owner
A high-velocity retail financial services environment, millions of everyday customers, and a blank canvas to build a loyalty programme that genuinely changes behaviour – this role sits right at that intersection. Think universal access, smart rewards, and brand moments stitched into every interaction, not just another tiered points system.
CORE FOCUS
This loyalty programme is being built from the ground up, with one clear principle: every customer gets the same doors opened, the same chance to earn value, and the same level of recognition – no tiers, no velvet ropes. Your challenge is to engineer engagement, retention, and delight without leaning on status or exclusion. The work sits at the crossroads of high-frequency retail, regulated financial services, and high-engagement digital product design.
KEY RESPONSIBILITIES
- Own the end-to-end loyalty and rewards product – vision, roadmap, and delivery
- Design high-engagement reward structures and mechanics that keep customers coming back
- Shape a brand-led product experience where every reward and touchpoint is a deliberate brand moment
- Engineer retention using data, behavioural design, and structured experimentation
- Build and refine engagement mechanics such as streaks, variable rewards, and nudges – with ethics and regulation front of mind
- Drive smart segmentation and personalisation that still respects the programme’s universal-access philosophy
- Model and manage programme economics – reward costs, points liability, contribution margin, and cohort value
- Develop and grow a partner ecosystem that extends the programme’s value beyond core products
- Run a structured experimentation pipeline – A/B tests, holdouts, and new mechanic trials
- Work cross-functionally with Brand, Finance, Engineering, and Operations to ship and scale
- Define, track, and pressure-test the metrics that matter: engagement, retention, and lifetime value
REQUIREMENTS
- 5+ years in product management within gaming or similarly high-engagement consumer environments, ideally with direct ownership of loyalty, rewards, or retention products
- Proven track record driving measurable uplift in engagement, retention, and lifetime value
- Deep, practical understanding of brand – how product experiences shape perception over time, built from launching and iterating in market
- Fluency in behavioural economics and engagement design: variable rewards, loss aversion, scarcity, anchoring, sunk cost, streaks, reciprocity – applied thoughtfully to a mass retail, regulated customer base
- Strong commercial instincts, comfortable building and challenging models around reward economics and unit economics
- Bachelor’s degree in Industrial Engineering, Business, Marketing, Economics, Finance, or related field; postgraduate studies an advantage
- Confident using data and BI tools independently – from extracting and interrogating data to interpreting experiment results
- Hands-on experience designing and running A/B tests, cohort analysis, and segmentation on live customer data
- Active, demonstrable use of AI tools in day-to-day work – for research, analysis, ideation, and prototyping
KEY COMPETENCIES
- Strong brand-led product instinct – every feature and message is treated as a brand decision
- Rare blend of analytical sharpness and creative flair – equally persuasive in a P&L review and a creative critique
- Curious, hands-on, and biased to action – comfortable operating in greenfield, start-up-style ambiguity
- Confident communicator and influencer with senior stakeholders across multiple functions
- Ownership-driven mindset, with a track record of stepping up, taking accountability, and delivering visible impact
- For someone who has honed the craft of engagement in gaming or high-usage consumer products, this is a chance to bring that skill into retail financial services and build a loyalty programme that truly earns its place in customers’ lives.