Head, Lifestyle & Digital Experience at KCB Bank Kenya

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 experiences.
• 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 leadership i.e. drive the growth of mobile customers, ARPU, MAU, GMV, TXs etc. whilst managing churn, APP downloads & messaging to optimize 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 Lifestyle and Digital Experience team.

The successful candidate should have the following:

• A Bachelor’s degree preferably in Technology, Design or Business related field
• A Master’s degree will be an added advantage.
• At least 8 years of relevant work experience including leading digital products and Platform management, business development, and managing teams. Work experience should also include the below: 
• Digital Product and platform management
• innovation and product development management
• Partnership and customer relationship management
• customer value management 
• Delivery of mobile financial products and services in a high growth environment
• Digital marketing
• UI/UX design or management 
• Risk management and compliance 
• Financial services &/or solutions sales or customer support
• Building relationships &/or networks 
• Mobile Money or Payments or Lending Platform Support