Head – Lifestyle & Digital Experience

1 month ago

Nairobi, Kenya KCB Bank Full time
Job Description

Reporting to the Director, Digital Financial Services, the Head – Lifestyle & Digital Experience will be responsible for leading and stewarding the revolutionizing of the digital banking experience through innovative customer-facing technology and customer-centric solutions. The Head – Lifestyle & Digital Experience will be responsible for ensuring the 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’s 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 acted 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 leadership. 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 expectations.
  • 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 Head – Lifestyle & Digital Experience position, the successful applicant should have the following:

  • Bachelor’s degree in Business, Design, or Technology related field
  • MBA / MSc. Computer Science is an 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 in Customer Value Management
  • Minimum of 5 years of Innovation Management
  • Minimum of 5 years experience in UI/UX Design or Management
  • Minimum of 5 years experience in people management

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