As the SVP, Unit Head Digital Channels and CLM for Finca Microfinance Bank you will be responsible for building, managing and maintaining ownership of all Digital Channels being offered; driving performance of our digital activities in the market, uncovering value & embedding data-driven decision making within own and stakeholder teams

The role has the responsibility of the user interfaces, customer experience, and the services being offered on these channels.

The role will be accountable for ensuring adequate digital data for developing and enhancing Digital Measurement framework for the digital channel, owning digital measurement, reporting, analysis and insight generation to support retention and loyalty strategies

Key responsibilities would be customer onboarding and customer journeys through different use cases available on these channels and support the product, app development, and other teams.

The role is the key interface to BI team for all reporting and defines customer segments and personals using key analytics from digital channel usage trends. Carries out research on customer needs/barriers and challenges for different products.

Deliverables & KPIs

• Create, maintain & evangelize portfolio of digital performance dashboards, models, and other analytics artifacts to support Digital teams in the market, along with other global/local teams as required.
• Develop the consumer journey and experience design roadmap for all Digital Channels to ensure Retention
• Working closely with cross-functional teams such as Product, PD, Software, Technology to design user journeys for new products and integrated use cases on the Digital Channels
• Responsible for in-depth testing and quality assurance of all new user journeys/features on the Digital Channels to ensure seamless customer usage and satisfaction
• Responsible for building mechanisms for extracting and analyzing consumer and business insights. Extracting all Consumer and Business Insights, performing the necessary analytics to track statistics, determine trends, variances and identifies opportunities for improvement and scaling of Digital Channels
• Manage and improve the registration and onboarding process within the Digital Channels
• Responsible for all Usability and UI/UX testing for all the digital channels and implementing design thinking across the team for all use cases in the Apps and Portals
• Capturing customer feedback and customer insights for existing and new products to be built.
• Planning and interfacing with the Marketing team on all consumer CLM campaigns and direct customer campaigns
• Identifying and resolving customer complaints, errors identifying areas for improvement
• Identifying and exploring new partnerships for new technology solutions or features for the Apps and Portals
• Working closely with all Product, Sales and B2B teams for development and roll out of the Digital Channels

Competencies & Training

The right person for this role

• Has managed an app as a product/channel; launching and growing it to 500k installs from inception
• Has worked with app and web analytics platforms and reporting dashboards like Firebase, Appsflyer, Fabric.io etc, Google Analytics including Google Tag Manager, Google Analytics 360 suite, BigQuery
• Has experience working closely with products development and software teams to develop user journeys
• Has been involved in working with digital marketing teams to ensure a highly active user base
• Has 8-10 years of experience in segmentation, digital marketing, product development, MFS
• Experience in eCommerce business; e.g. UI/UX of product shelf, payment, CRM, affiliate, and mobile advertising
• Experience in web and mobile application development - possess excellent project management, communication, business innovation and leadership skills
• Experienced in collaborating with large and cross-functional teams in highly matrixed organizations
• The customer-centric approach towards product development and its implementation
• Ability to identify and build customer segments and determine solutions for their needs 
• Results orientated, People and Team Management Skills
• Good understanding of Business Value Chain and Business Analytics
• Is a fantastic partner who leads through strong collaboration
• Is data-driven and analytical, while also being a creative thinker
• Is focused on how marketing drives quantifiable business results
• Is a technocrat. Not a bureaucrat

Relationships:

• Reporting To Head of Marketing

Location:

• Head Office

About the Benefits:

• Market Competitive Salary will be offered as per experience
• FINCA Microfinance Bank Ltd is an Equal Opportunity Employer.