Role Overview
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 focuses 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 will be growth in the volume of transactions, deposits, virtual loan offering uptake, and revenues generated through adoption and usage of digital solutions.
Key Responsibilities
- End-to-End Product Lifecycle Ownership: Administer the full digital product lifecycle from discovery to optimization. Develop product strategy, design solution process and experience architecture, analyse customer journeys, conduct UX research, prepare concept papers, guide launch execution, and orchestrate iteration cycles.
- Digital Product Governance and Change Control: Prepare, review, and submit Change Advisory Board (CAB) documentation for projects. Defend change requests, verify scope alignment to strategy, examine risk impacts, and audit implementation compliance.
- Parallel Initiative Oversight and Digitization Lead: Analyse cross-functional digitization initiatives impacting Mobile Banking. Design channel requirements, evaluate dependencies, review technical documents (BRDs, FRDs, SRS), and verify delivery against scope.
- Multi-Stakeholder Orchestration and Risk Engagement: Review and respond to Risk Assessment Documents. Coordinate IT, Operations, CX, Compliance, Risk, and Finance inputs, evaluate mitigation controls, and submit responses to governance forums.
- Stakeholder Buy-In and Commercial Alignment: Develop and present business cases to internal departments (Retail, Corporate, Finance, Marketing, IT, CX). Analyse revenue and cost impacts and negotiate feature prioritization.
- Budget Review and Cost Governance: Review vendor costing proposals, analyse digital investment budgets, examine ROI projections, and monitor project expenditures to evaluate pricing impacts on channel profitability.
- Key Enterprise Projects Implementation: Gather requirements for core banking, process digitization, integrations, and system upgrades. Design channel flows, guide UAT, and verify Go-Live readiness.
- Pricing Governance and Approval Facilitation: Review, analyse, and recommend corporate pricing concession requests, authorizing first-line approvals within mandate and guiding relationship managers.
- Performance Monitoring and Channel Analytics: Analyse transaction trends, customer behaviour, adoption rates, and drop-offs to advise the business on opportunity areas. Develop performance reports for management.
Competencies & Skills
Technical Competencies
- End-to-end digital product lifecycle management (Mobile app PesaPap).
- Enterprise UX design leadership and cross-channel experience governance.
- Understanding of Core Banking System Peripherals interactions.
- Strong understanding of digital architecture and 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.
- Digital product process engineering and Agile product delivery.
Behavioral & Leadership Competencies
- Strategic thinker with an 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.
Requirements & Qualifications
- 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.
- 8 to 12 years of experience in digital banking or fintech, with a minimum of 3 years in Digital Banking leadership.
- Proven experience in Core Banking, CRM, Chatbot, enterprise digitization projects, and mobile banking change lifecycle.
- Demonstrated ownership of digital products, governance forums, and commercial performance.
