Head, Lifestyle & Digital Experience

Reporting to the Director, Digital Financial Services, the position holder will be responsible for leading and stewarding the revolutionizing of the digital banking experience through innovative customer facing technology and customer-centric solutions. The role will be responsible for ensuring provision to  our customers, of seamless digital experiences that enhance their lifestyle and financial well-being. As the Head of Lifestyle and Digital Experiences, you will be responsible for developing, stewarding and leading the group digital UI/UX strategies, policies, and deployment frameworks/ platforms.

Key Responsibilities

• Develop and execute the strategic vision for lifestyle and digital experiences, aligning with the overall business objectives of the Group.
• Steward and focus the Lifestyle & Digital Experience (LDE) team on the key areas of personal & business financial management i.e. Gamification, Loyalty, and Merchant ecosystem builds for apps & web channels both for individuals and businesses and delivering parity for the bank to global best practice.
• Lead the customer value management team in assuring seamless customer onboarding, lifestyle adoption, value addition, retention and lifecycle management using effective data analytics and CVM tools.
• Lead mobile customer & online merchants’ acquisition and drive usage of digital products using online digital customer onboarding and lifecycle management tools
• Lead the CVM customer support team on churn management, Customer experience capacity building, new product testing, identification and resolution of customer pain points and act as the last line of customer support for digital products.
• Lead a multidisciplinary team of UI/UX designers, product managers, engineers, and digital marketers to conceptualize, develop, and launch innovative customer facing digital solutions /products and
• Liaise with the market research team to identify trends, customer insights, and competitive landscape in the digital banking industry.
• Collaborate with internal stakeholders to define product requirements, prioritize UI/ UX features, and deliver solutions that drive customer engagement and satisfaction.
• Champion a customer-centric approach to product development, ensuring that all digital experiences are intuitive, user-friendly, and aligned with customer needs and preferences.
• Stay informed about emerging technologies, industry trends, and best practices in digital banking and fintech to inform product strategy and innovation roadmap.
• Establish key performance indicators (KPIs) and metrics to measure the success and impact of digital products and initiatives, and regularly report progress to senior leadershipe. drive the growth of mobile customers, ARPU, MAU, GMV, TXs etc. whilst managing churn, APP downloads & messaging to optimise overall digital performance in line with business expectation.
• Formulate UI/ UX strategies, frameworks, and tools and ensure compliance & execution in line with business growth needs and expectations.
• Proactively push design thinking and work closely with partners, product and engineering teams, both internally and externally to build the best customer experience for KCB digital & partnership innovation products.
• Coach, develop and manage the LDE team.

The Person

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Business, Design, or Technology related field
• MBA / MSc. Computer Science is added advantage.

Experience

• Minimum 6 years’ Experience Required in Digital Products / Platform Management
• Minimum of 4 years’ experience in Business Development and Marketing
• Minimum of 6 years’ experience Customer Value Management
• Minimum of f Innovation Management
• Minimum of 5 years’ experience in UI/UX Design or Management
• Minimum of 5 years’ experience in ppeople management

The above position is a demanding role for which the Bank will provide a competitive remuneration package to the successful candidate. If you believe you can clearly demonstrate your abilities to meet the criteria given above, please log in to our Recruitment portal and submit your application with a detailed CV.

To be considered your application must be received by Friday 8^th March 2024.

Qualified candidates with a disability are encouraged to apply.

Only short-listed candidates will be contacted.