Senior Manager, Digital Experience at KCB Bank Kenya

KEY RESPONSIBILITIES

• Execute the strategic vision for lifestyle and digital experiences, aligning with the overall business objectives of the digital bank.
• Collaborate closely with cross-functional teams, including Product Development, Marketing, and Customer Experience, to ensure seamless integration of lifestyle features and digital capabilities. 
• Define and implement a comprehensive roadmap for enhancing the digital customer journey, from onboarding to ongoing engagement and retention. 
• Utilize data-driven insights and user feedback to continuously optimize and refine the digital experience, driving improvements in usability, performance, and satisfaction. 
• Champion a customer-centric approach, advocating for the needs and preferences of our diverse customer base and ensuring that digital solutions are inclusive and accessible to all. 
• Stay informed about industry trends, emerging technologies, and competitive developments, leveraging market insights to inform strategic decision-making and innovation. 
•  Foster a culture of creativity, collaboration, and continuous improvement within the Lifestyle and Digital Experience team, nurturing talent and empowering team members to excel in their roles
• Lead the LDX personal & business financial management team to deploy best in class UI/ UX for both personal and business customers – develop and deploy gamification, Loyalty, and Merchant ecosystem builds for apps & web channels both for individuals and businesses whilst delivering parity for the bank to global best practice.
• Lead a multi-disciplinary Lifestyle and Digital experience scrum teams  to conceptualize, develop, and launch innovative customer facing digital solutions /products and experiences.
• Facilitate customer visits, immersion and targeted customer qualitative / quantitative market research and analysis to identify trends, customer insights, and competitive landscape in the digital banking industry. 
• Establish key performance indicators (KPIs) and metrics to measure the success the LDX  team. 
• Champion and execute design thinking in development of new digital products 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.

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 6 years of relevant work experience including leading digital product development, business development, and managing teams. Work experience should also include the below: 
• Digital product and platform management
• Delivery and management of Digital Apps
• Delivery of mobile financial products and services in a high growth environment
• Agile Process / Scrum Team Management 
• Partnership and  Customer Relationship Management 
• Lifestyle, DXP/Digital Marketing 
• Customer Value Management
• Risk Management & Compliance skills
• General Banking, Sales & Customer Service
• Innovation Management 
• UI / UX Design or Management
• People management