Job Purpose:

The Head of Digital Customer Experience (E-Branch) will lead the evolution of customer engagement in a rapidly transforming, digital-first environment. This role is suited for a visionary leader who thrives in building and scaling impactful digital journeys from the ground up—someone who is entrepreneurial, resourceful, and ready to take ownership of crafting best-in-class digital experiences.

This individual will be at the forefront of reimagining how customers interact through digital platforms, driving measurable engagement and retention outcomes through a blend of innovation, technology, and customer insight.

Key Responsibilities:

Strategic Leadership

• Lead digital adoption strategy, increasing user activation, retention, and satisfaction across digital platforms.

• Shape and implement the digital transformation roadmap in partnership with cross-functional teams.

• Influence operational strategy in the Joint Operations Centre, linking digital tools to performance-driven collections and communication.

• Develop and maintain a digital analytics framework for measuring channel performance and identifying opportunities for optimization.

Innovation & Digital Execution

• Champion emerging technologies, tools, and methodologies to stay ahead of digital trends.

• Collaborate with IT and data teams to evolve digital channels (e.g., WhatsApp, email, SMS) and deliver personalized experiences.

• Use AI and automation to improve communication efficiency and customer journey effectiveness.

• Implement SEO and visibility strategies to maximize reach and engagement.

Team & Vendor Management

• Build and manage a high-performing digital team committed to driving engagement and conversion.

• Oversee execution of high-impact digital campaigns with targeted, data-informed messaging.

• Manage relationships with digital vendors, ensuring aligned goals and optimal performance.

• Establish continuous feedback loops for testing, learning, and optimizing all digital initiatives.