Assistance Segment Lead

About the opportunity

We're seeking a strategic and results-oriented Segment Lead for our business team within the Assistance segment, with a focus on delivering excellence and scalability across Customer Support channels and N26 Operations. In this role, you'll serve as a key partner to our Customer 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.

Who we are

N26 has reimagined banking for today’s digital world. Technology and design empower everything we do and it’s how we are building the global banking platform the world loves to use. We've eliminated physical branches, paperwork, and hidden fees for an elegant digital experience and supreme savings. Giving people the power to live and bank their way is what gets us out of bed in the morning and inspires the work that we do. We are headquartered in Berlin with offices in multiple cities across Europe, including Vienna and Barcelona, and a 1,500-strong team of more than 80 nationalities.

Equal Opportunities:

We recognize that our strength lies in our people and the varied perspectives they bring to our workforce. We strive to build talented and diverse teams to drive our business success and empower our people to reach their full potential. We genuinely welcome and encourage applications from people of all backgrounds, cultures, genders, sexual orientations, abilities, neurodiversities, and ages. We're committed to creating an inclusive workspace where everyone feels valued and respected, free from harassment and discrimination. If there's anything you need to make the application process work for you, please let us know by reaching out to candidate.exp@n26.com. Visit our website to learn more about Diversity, Equity, & Inclusion at N26.