Digital Client Experience Manager

About the role

Standard Bank Group is looking for a Digital Client Experience Manager in Lilongwe to lead the adoption and growth of the Bank's digital channels and payment solutions within the Business and Commercial Banking Business (BCB). The role develops strategies that increase customer registrations, active usage, transaction volumes and revenue, using customer insights, market trends and performance data to make digital solutions effective, secure and profitable.

Key responsibilities

• Develop and deliver the digital adoption and channel growth strategy, with clear targets for activation, usage, transaction growth and revenue.
• Lead the growth and management of digital banking, card-acquiring and merchant payment solutions.
• Use customer, merchant, competitor and channel data to find adoption barriers, opportunities and ways to improve the digital experience.
• Develop business cases, campaigns and customer value propositions supporting digital adoption and merchant acquisition.
• Oversee end-to-end implementation of digital and acquiring solutions, including onboarding, merchant processes, pricing, system readiness, service support and vendor delivery.
• Monitor channel performance, revenue, costs, retention and campaign effectiveness, and take corrective action where needed.
• Ensure risk management, regulatory compliance, operational controls, governance and service standards across digital and acquiring activities.
• Lead and manage the team through performance goals, coaching, talent development and engagement.

Required profile

• Bachelor's degree in Business, Commerce, Marketing, Information Technology, Digital Banking or a related field; a postgraduate or professional qualification is 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 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.
• Strong stakeholder management across business, technology, operations, risk, marketing and external providers; previous people-management experience is an advantage.

Required skills

• Economic capital management, financial management, product and services knowledge, risk identification, reporting and response strategy.
• Behavioural competencies: strategic and commercial thinking, customer focus, driving results, collaboration and influence, innovation and adaptability.