Business Banking – Digital Solution Officer at Equity Bank Kenya

Job Purpose:

To plays a critical role in helping organizations leverage digital data to inform decision-making, optimize performance, and achieve strategic goals. The primary purpose is to collect, analyse, and interpret digital data and provide actionable insights. This role supports the organization in improving its digital presence, customer engagement, marketing strategies, and overall performance.

Key Responsibilities   

Digital Onboarding

• Offering technical support to address any issues or questions customers may have during the onboarding process, ensuring a smooth experience.
• Ensuring all onboarding activities comply with regulatory requirements and security protocols, including verifying customer identities and implementing necessary security measures.
• Gathering feedback from staff about their customers onboarding experience to identify areas for improvement and enhance the process.
• Providing step-by-step guidance through the onboarding process, to ensure customers understand how to use the services.
• Validating and approving prescored limits monthly basis

Customer Experience Optimization

• Assess customer journeys across digital platforms and recommend enhancements to improve user experience.
• Work closely with UX/UI teams to test and refine digital interfaces.
• Conduct A/B testing and multivariate testing to optimize content and design.

Digital Marketing Support:

• Collaborate with marketing teams to evaluate the performance of digital marketing campaigns.
• Provide insights into customer segmentation, targeting, and personalization strategies.
• Analyze the return on investment (ROI) for marketing campaigns.

Risk and Compliance Monitoring:

• Ensure that digital operations comply with regulatory requirements and the bank's security protocols.
• Monitor digital platforms for any compliance issues and mitigate risks.
• Data Analysis - Analyze digital data to identify trends, patterns, and insights that can inform business decisions.
• Performance Monitoring - Track and monitor the performance of digital operations, including setting and reviewing KPIs.
• Reporting -  Prepare detailed reports and presentations to communicate findings and recommendations to stakeholders.
• Strategic Planning - Assist in the development and implementation of digital strategies aligned with the bank's overall goals.
• Market Research - Study market dynamics and their impact on digital operations and make appropriate recommendations.
• Budget Management - Coordinate and compile digital operations budgets, ensuring they are realistic and aligned with performance targets.
• Collaboration - Work closely with other departments to support performance-related projects and initiatives.

  Qualifications

Qualifications, Experience & Key Competencies

• Bachelor’s degree in business administration, finance, or a related field.
• At least 3 years’ work experience as a Business Client Advisor or similar role.
• Strong analytical skills, with experience in leveraging data analytics to drive lending product insights and performance management.
• Background in IT will be an added advantage.