NFT Business Analyst, Digital Channels Jobs in Kenya
Job Description:
As a Business Transformation Officer, you will be key in identifying market opportunities, developing value propositions, and managing relationships with internal and external customers and stakeholders to drive digital banking initiatives.
You will focus on enhancing user experience and validating stakeholder requirements to facilitate digital transformation through business process reengineering. Your role as a relationship manager will involve understanding emerging digital trends and effectively communicating them to customers and partners to drive business growth.
You will report directly to the Digital Channels Manager and work closely with cross-functional teams to achieve digital banking objectives.
Key Responsibilities:
Market Opportunity Analysis: Identify and quantify market opportunities aligned with digital banking strategic objectives. Conduct research and analysis to assess potential market segments, customer needs, competitive landscape, and industry benchmarking.
Value Proposition Development: Quantify and validate value propositions from identified market opportunities. Collaborate with stakeholders to develop compelling value propositions that align with customer segments.
User Experience Documentation: Develop documentation that captures all the critical UX and product design processes outlining key touch points in specific customer segments. Ensure seamless and intuitive user journeys across digital channels.
Requirements Validation: Validate requirements gathered to inform IT solution design, considering short and long-term business objectives. Collaborate with IT and business teams to ensure the development of customer-centric digital solutions.
Business Process Reengineering: Facilitate digital transformation through business process reengineering in collaboration with stakeholders. Act as a custodian of a knowledge repository for procedures, processes, and policies related to the digital banking roadmap.
Governance Framework Development: Develop a governance framework to measure the gaps between practice and process in digital service offerings. Ensure compliance and alignment with industry standards/ trends and drive continuous improvement.
Marketing Collateral Development: Collaborate in developing marketing collateral aligned with market segment details within budget constraints. Ensure marketing materials effectively communicate the value proposition of digital banking services.
Collaboration with Digital Champions: Liaise with digital champions to assess the performance of business systems and gather feedback for continual improvement of service offerings. Act as a critical point of contact for digital champions and provide support as needed.
Tracking Product performance: Work with the Digital channels team to generate monthly reports on ARPU, Retention rate, Churn Rate, NPS, CSAT, Drop off points, service availability.
Qualifications and Skills:
Bachelor’s degree in business administration, marketing, finance, or a related field.
Proven experience of 4 years in customer/ user experience, relationship management, product and business development within the banking or financial services industry.
Strong knowledge of digital financial services, user experience, and digital banking trends.
Excellent analytical and research skills to identify market opportunities and validate value propositions.
Familiarity with IT solution design and requirements-gathering processes.
Experience in business process reengineering and driving digital transformation initiatives.
Strong communication and interpersonal skills for effective stakeholder management.
Ability to develop marketing collateral and messaging aligned with target market segments.
Understanding of governance frameworks and compliance requirements in the banking industry.
Knowledge of industry benchmarking and ability to provide insights and recommendations.
Attention to detail and ability to maintain accurate records for audit purposes.
Awareness of emerging digital trends and ability to communicate their impact to stakeholders.
Financial Perspective:
Increase in revenue generated through digital channels.
Growth in the number of customers utilising digital channels.
Cost savings achieved through digital channel optimisation.
Customer Perspective:
Customer satisfaction with digital banking services and user experience.
Increase in customer engagement and usage of digital channels.
Improved product adoption, customer acquisition and retention
Internal Process Perspective:
The number of successful partnerships or collaborations with fintech startups, cooperatives, SACCOs, microfinance institutions, and other relevant entities.
Compliance adherence with regulatory guidelines and data privacy requirements.
Digital channel operations’ efficiency includes transaction processing time, system uptime, and response times.
Learning and Growth Perspective:
Continuous improvement of digital banking knowledge and industry trends.
Employee engagement and collaboration within the digital channels team.
Skill development and training opportunities for team members.
How to Apply
For more information and job application details, see; NFT Business Analyst, Digital Channels Jobs in Kenya
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