Manager, Digital Adoption

Job Description

Job Description

To drive customer digital platform adoption through digital registrations and utilisation in order to increase revenue and improve client experience on digital channels for existing and new Personal and Private Banking customers.

• Identify reasons for low digital adoption and develops proposals to remediate; Prepare implementation plans for approved remedial actions and drives execution across Client Coverage teams.
• Provide input into new CVP developments and enhancements that will support digital registrations and continued utilisation of digital channels. Ensure customer adoption and utilisation of digital channels, web, social media.
• Provide consolidated reporting of trends for client digital adoption across all sectors and segments; Provide input into campaign development and Marketing briefs to promote digital channels.
• Review competitor digital value proposition strategies and their positioning in respect of digital banking channel solutions in order to inform adoption tactics. Review key customer insights relating to the uptake and utilisation of our digital channels, through constant engagements/initiatives with the Client Coverage teams (i.e. Provinces, Branches, Voice Branch).
• Work with the Personalisation and relevant MIS teams to continually analyse customer data and proposes corrective action in order to respond to the customer’s needs. 

Qualifications

• First Degree Business Commerce or related field
• 5-7 years experience in promoting or selling digital banking products and processes.
• Marketing experience and designing of campaigns.
• Experience in change management within a digital banking or technology solution environment.

Additional Information

Technical Competencies:

• Risk Identification
• Risk Response Strategy
• Attitude of Customer Experience
• Mind of Customer Experience
• Commercial Acumen
• Data Analysis

Behavioural Competencies:

• Developing Strategies
• Directing People
• Embracing Change
• Empowering Individuals
• Establishing Rapport
• Generating Ideas
• Making Decisions

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