Digital Channels & Customer Experience Head

Business Dimensions:

1. Digital Channels: Leading implementation and local market readiness of web, online and mobile banking channels
2. Digital Enablers: Leading the implementation and market readiness of enablers including tools such as analytics (Adobe), content (Drupal), campaign engine (Salesforce) and digi-assisted tools ((Kore AI and Livebank)
3. Digital Performance: Ensuring login and transactional performance is best in market
4. Frictionless Digital Experience: Ensuring the client experience at a journey and feature level delivers to the commercial and client intent
5. Client Experience: Ensure all assisted and digital channels continue to improve client experience. This includes running the Country Client Obsession program

Key Responsibilities:

- Implementing country rollouts of digital channel enhancements, ensuring these are in-line with the regional playbook. A focus on accelerating in-country testing will form a key part of the role
- Monitor and manage the non- functional performance ( speed, reliability etc) of all digital deliveries and ongoing platform performance
- Removing friction from existing and new digital client journeys
- Lead in-Country Digital governance
- Work closely with the Regional Digital Channels teams team, to ensure greater standardization of digital solutions across the region
- Ensure quality deployment and continuous digital delivery with focus on execution rigor to deliver client and commercial outcomes
- Maintain application performance, ensuring the reliability and speed of digital channels is in line with SLA’s
- Optimize customer adoption of digital channels, including Internet, mobile, tablet, eStatements, eAdvices and alerts
- Take complete and end-to-end ownership of the digital channels, including management of customer issues, prioritization and building of new capabilities with the help of internal and external partners
- Drive customer satisfaction and preference (NPS) through digital channels with a relentless and rigorous focus to deliver remarkable customer experiences at every touchpoint. This includes the delivery of a region-wide closed loop feedback strategy
- Work closely with the product and segment groups to build and enhance their respective value propositions with distinctive digital offerings including rewards, Global View of Accounts, eBrokerage, eMutual Funds, payments, transfers etc.
- Attract, develop and retain the best and most motivated digital banking team in the local market
- Lead client experience activities, including the Client Obsession Program working in partnership with the CBM

Knowledge/Experience/Technical skills:

- Experienced Digital Sales and marketing leader, with a successful track-record of driving a direct-to-consumer business.
- Can demonstrate how to scale digital sales, both new customer acquisition and cross-sell strategies, ideally with experience in the financial services industry.
- In-depth understanding of digital ecosystems (e.g., social media, e-commerce)
- Proven leadership skills to be able to lead, influence and partner with teams across the organisation to drive this new strategy and framework
- Be comfortable with getting into and working on detailed plans to drive speed of execution while staying focused on quality and sustenance of output

- Premium Healthcare plan
- Training & development program
- Professional and active working environment

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