Responsibilities

  • Digital growth and activation: Set adoption and usage plans for mobile, internet, cards, merchant payments, agency banking and other self-service channels. Coordinate secure onboarding, assisted-digital support, education, campaigns and reactivation of inactive users. Track registration, repeat use, transaction value, digital revenue and cost-to-serve.
  • Women-centred journey design: Map priority journeys from discovery and onboarding to credit, servicing, repayment and complaints. Identify friction around documentation, device access, connectivity, language, privacy and fraud exposure. Work with Product, Technology, Operations, Risk and Compliance to turn customer needs into clear requirements. Coordinate user testing, rollout readiness and post-launch reviews.
  • Gender data and insight: Build governed sex-disaggregated dashboards covering customers, lending, deposits, channel use, complaints and outcomes. Use funnel, cohort and behavioural analysis to identify underserved groups and opportunities.
  • Digital innovation: Assess digital, fintech, alternative-data and embedded-finance opportunities. Prepare business cases, coordinate pilots and measure their impact, then scale what works.
  • Digital trust and customer protection: Partner with Fraud, Cybersecurity, Risk, Compliance and Data Privacy teams. Develop digital-safety and fraud-awareness content for customers, agents, partners and branches.
  • Capability building: Train branches, agents and partners on secure onboarding and digital support. Maintain the Women Banking digital roadmap and governance reporting.

Qualifications

  • Bachelor’s degree in business, information systems, digital finance, data analytics or a related field.
  • At least 5 years’ experience in digital banking, channel management, product management, customer experience or analytics.
  • Working knowledge of digital payments, agency banking, data governance, cybersecurity and customer protection.