The objective of this role is to drive the adoption of the bank’s digital solutions including but not limited to mobile banking among our customers and in the market. The role shall focus on driving the delivery and adoption of the bank’s digital solutions while ensuring they remain relevant and real answers to customers’ daily lifestyle needs.
The outcome of the role shall be growth on the volume of transactions, deposits, virtual loans offerings uptake and revenues generated through adoption and usage of Digital solutions to assist in the development and execution of Family Bank mobile banking and strategy.
Key Responsibilities
- End to 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, prepare and 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 Mobile Banking. Design channel requirements, evaluate development dependencies, review BRDs, FRDs and SRS 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. 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. Guide commercial viability discussions. Negotiate feature prioritization. Secure cross-functional approvals.
- Budget Review and Cost Governance: Review vendor costing proposals. Analyse digital investment budgets. Examine ROI projections. Recommend budget approvals. Monitor project-related expenditure. Verify cost alignment with business case. Evaluate pricing impacts on channel profitability.
- Key Enterprise Projects Requirements and Implementation: Undertake end to end requirements gathering for core banking, process digitization, integrations and system upgrades. Design channel solution flows. Review technical specifications. Guide UAT. Verify readiness for Go Live. Evaluate post-implementation.
- Pricing Governance and Approval Facilitation: Review and analyse and recommend corporate pricing concession requests. 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 and develop performance reports for management. Recommend optimization strategies.
Competencies
- Technical Competencies: End to end digital product lifecycle management both Mobile app PesaPap; Enterprise UX design leadership and cross channel experience governance; Understanding of Core Banking System Peripherals interactions; Strong understanding of digital architecture, system UI/UX design; Risk, compliance and CAB governance management; Budget review, vendor evaluation and digital commercial acumen; Data-driven performance monitoring and channel optimization; Understanding of digital product Process engineering; Understand Agile ways of product delivery.
- Behavioral & Leadership Competencies: Strategic thinker with enterprise-wide perspective; Strong stakeholder influence and executive presentation skills; Sound commercial judgment and risk-based decision-making; Ability to orchestrate cross-functional initiatives; Analytical, structured and solution oriented; Capable of mentoring teams and driving accountability.
Qualifications and Experience
- Bachelor’s Degree in Business, Finance or 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.
- 8 to 12 years in digital banking or fintech.
- Minimum 3 years in Digital Banking leadership.
- Proven experience in Core Banking, CRM, Chatbot and enterprise digitization projects and mobile banking change life cycle.
- Demonstrated ownership of digital products, governance forums and commercial performance.
