Demand Manager

About the role

Wise is seeking a strategic Demand Manager to own the governance of demand across its Know Your Customer (KYC) and Customer Support (CS) initiatives. The role will coordinate product, compliance and operations teams, ensuring that every new demand driver is evaluated, prioritized and launched with full visibility and capacity planning.

Key responsibilities

• Design and maintain a structured demand intake framework for all servicing verticals.
• Ensure no demand driver is launched without formal intake, visibility and release‑gating standards.
• Lead pre‑launch validation of volume and workload assumptions, partnering with planning to quantify FTE and cost impact.
• Identify and escalate capacity risks, managing trade‑offs between compliance urgency, customer impact, cost and operational risk.
• Monitor post‑launch performance, track actual versus expected workload, and close the feedback loop with product and compliance.
• Integrate demand drivers into mid‑ and long‑term capacity plans, validate hiring implications and provide cost visibility to finance.
• Act as senior partner to product, compliance and operations leadership, delivering executive‑ready insights on demand pipeline health.

Required profile

• Proven experience leading complex, cross‑functional programs in a financial services or payments environment.
• Strong analytical mindset with the ability to quantify volume, cost and capacity impacts.
• Deep understanding of financial crime, KYC processes and customer support operations.
• Excellent communication and stakeholder‑management skills, capable of influencing senior leaders.

Required skills