Job Purpose
Manage the (Omni-Channel) Internet and the native Mobile App product discovery, design, development, Strategy and Vision.
Key Responsibilities
End to product design, development and entire life product lifecycle ownership
- Administer full digital product lifecycle from discovery to optimization.
- Develop product strategy, design solution process and experience architecture, analyse customer journeys, conduct UX research and competitive audits.
- Submit concept papers and business cases, secure stakeholder buy-in, design UX baselines, review and audit developments.
- Undertake functional & design QA, evaluate test results, authorize production readiness, organize Go-To-Market plans, guide launch execution, conduct post-launch UX audits, analyse performance data, and orchestrate iteration cycles.
Digital Product Governance and Change Control
- Prepare, review and submit CAB documentation for projects without PMs.
- Defend change requests at Advisory Board known as CAB.
- Verify scope alignment to strategy. Examine risk impacts. Authorize change deployments. Audit implementation compliance.
Parallel Initiative Oversight and Digitization Lead
- Analyse cross-functional digitization initiatives impacting Internet & Mobile Banking.
- Design channel requirements, evaluate development dependencies, review BRDs, FRDs and SRS, and guide solution alignment with enterprise architecture.
- Delegate tasks to SMEs, monitor change lifecycle, authorize deployment readiness, and verify delivery against scope.
Multi-Stakeholder Orchestration and Risk Engagement
- Review and respond to Risk Assessment Documents and examine regulatory implications.
- Coordinate IT, Operations, CX, Compliance, Risk & Finance inputs.
- Administer cross-functional alignment meetings. Evaluate mitigation controls. Submit responses to auditors and governance forums.
Stakeholder Buy-in and Commercial Alignment
- Develop and present business cases to Transformation, Retail, Corporate, Finance, Marketing, Products, CX, IT and Operations.
- Analyse revenue impact and cost implications. Offer advisory on commercial viability discussions.
- Negotiate feature prioritization. Secure cross-functional approvals.
Budget Review and Cost Governance
- Review vendor costing proposals.
- Analyse digital investment budgets for Internet and Omnichannel experience strategy. Examine ROI projections.
- Recommend budget approvals to the Head of DFS. Monitor project-related expenditure.
- Verify cost alignment with business case.
- Evaluate pricing impacts on channel profitability.
Key Enterprise Projects Requirements and Implementation
- Review, analyse, and recommend corporate pricing concession requests for Online Banking Customers and examine customer profitability.
- Authorize first-line approvals within mandate. Submit and facilitate escalations. Verify compliance with pricing policy.
- Guide Relationship Managers on digital pricing structures.
- Performance Monitoring and Channel Analytics:
- Analyse transaction trends, customer behaviour, adoption rates, and drop-offs, and advise the business on opportunity areas.
- Review channel KPIs. Evaluate revenue contribution. Audit service availability metrics.
- Develop performance reports for management. Recommend optimization strategies.
UX Design Leadership and Enterprise Digital Experience Governance
- Lead and administer UX design standards across Omni-Channel platforms, primary mobile, and web-based banking platforms.
- Develop and enforce enterprise UX baselines and design systems.
- Conduct UX audits across key enterprise projects including Core Banking, CRM implementations, Chatbot deployments, and process digitization initiatives.
- Review and approve customer journey maps, wireframes, and prototypes.
- Analyze usability risks during system quality assurance. Evaluate cross-channel experience consistency (Web, Mobile, Self-Service), and guide IT, vendors, and project teams on customer-centric design principles.
- Implement usability audits and recommend optimization interventions.
Qualifications and experience
- Bachelor’s Degree in Business, Finance, or a related field.
- MBA or master’s degree in design or project management is preferred.
- Certifications in Product Management, Agile, UX, ITIL, or Project Management are advantageous.
- Membership in recognized product design professional bodies.
- 8 to 12 years of experience in digital banking or fintech.
- Minimum 3 years of experience in Digital Banking leadership.
- Proven experience in Core Banking, CRM, Chatbot, and enterprise digitization projects and mobile banking/internet banking change life cycles.
- Demonstrated ownership of digital products, governance forums, and commercial performance.
- Prior experience with Corporate Banking payment and collection services.
Key Competencies and Attributes
- Understands the Banking Act and Central Bank of Kenya (CBK) prudential guidelines.
- High levels of professionalism and commitment to professional development.
- Excellent people management skills, team motivation, and leadership competence.
- Ability to work regionally.
- Strong negotiation and listening skills.
- Pleasant disposition and ability to relate well with diverse teams.
- High standard of integrity and respect for others.
