Digital Client Experience Manager

Job Description

To lead the adoption and growth of the Bank’s digital channels and payment solutions in the Business and Commercial Banking Business (BCB) by developing and delivering strategies that increase customer registrations, active usage, transaction volumes and revenue. The role will use customer insights, market trends and performance data to improve the digital experience, strengthen merchant and customer engagement, and ensure that digital solutions are implemented effectively, securely and profitably.

Key Responsibilities

1. Develop and deliver the Bank’s digital adoption and channel growth strategy, with clear targets for customer activation, usage, transaction growth and revenue.
2. Lead the growth and effective management of digital banking, card-acquiring and merchant payment solutions, ensuring they meet customer and business needs.
3. Use customer, merchant, competitor and channel data to identify adoption barriers, market opportunities and areas for improving the digital customer experience.
4. Develop business cases, campaigns and customer value propositions that support digital adoption, merchant acquisition, channel usage and sustainable financial growth.
5. Oversee the end-to-end implementation and performance of digital and acquiring solutions, including customer onboarding, merchant processes, pricing, system readiness, service support and vendor delivery.
6. Monitor channel performance, revenue, costs, customer retention and campaign effectiveness, and take corrective action where results are below expectations.
7. Ensure effective risk management, regulatory compliance, operational controls, governance and service standards across all digital and acquiring activities.
8. Lead and manage the team through clear performance goals, regular coaching, talent development and employee engagement, building the capabilities and accountability required to deliver digital adoption and business targets.

Qualifications

• Bachelor’s degree in Business, Commerce, Marketing, Information Technology, Digital Banking or a related field.
• A relevant postgraduate or professional qualification would be an advantage.
• At least 5 to 7 years’ experience in digital banking, electronic payments, card acquiring, channel management, e-commerce, product management or a related financial-services environment.
• Demonstrated experience in driving digital adoption, sales growth, customer engagement or change initiatives.
• Good understanding of card issuing and acquiring, merchant services, digital banking platforms, pricing and payment processes.
• Experience using customer and performance data to guide business decisions and measure commercial outcomes.
• Strong stakeholder-management experience, with the ability to work across business, technology, operations, risk, marketing and external service providers.
• Previous people-management or team-leadership experience would be an advantage.

Behavioural Competencies:

• Strategic and commercial thinking: Connects digital initiatives to customer value, revenue growth, profitability and long-term business priorities.
• Customer focus: Uses customer and merchant insights to simplify journeys and improve the overall digital experience.
• Driving results: Takes ownership, acts with urgency and remains focused on achieving challenging adoption and financial targets.
• Collaboration and influence: Builds strong relationships and works effectively across business units, technology teams, vendors and external partners.
• Innovation and adaptability: Challenges existing approaches, embraces change and develops practical solutions in a fast-changing digital environment

Technical Competencies:

• Economic Capital Management
• Financial Management (Financial)
• Product and Services Knowledge
• Risk Identification
• Risk Reporting
• Risk Response Strategy
• Risk/ Reward Thinking

Additional Information

Main Success Measures

• Growth in digitally active customers and merchants.
• Increased digital-channel usage and transaction volumes.
• Delivery of revenue, profitability and adoption targets.
• Improved customer and merchant experience.
• Strong operational, risk and compliance performance.