Digital Channels Manager – Nairobi

About the role

The Digital Channels Manager (DCM) drives adoption, performance and growth of NCBA’s digital banking platforms – mobile, internet and API channels. The DCM is responsible for increasing digital registrations, usage and revenue while improving client experience for both existing and new‑to‑bank customers.

Key responsibilities

• Drive client adoption of digital channels through targeted campaigns, marketing initiatives and enhanced user experience.
• Monitor and analyse KPI trends for digital channel usage, optimise performance and contribute to revenue growth.
• Maintain a well‑groomed product backlog, author user stories and prioritise high‑value tasks.
• Collaborate with IT, marketing and business teams to ensure seamless integration and promotion of digital platforms.
• Lead release planning, testing, validation and quality sign‑offs for new features and bug fixes.

Required profile

• University degree (Upper 2nd Class) in IT, Business, Data Analysis or Project Management; a Master’s degree is desirable.
• 4‑5 years of experience in banking or digital financial services, with at least 2 years delivering customer‑facing digital solutions.
• Proven track record in channel growth, customer acquisition and handling cash‑management or financial‑service digital applications (web, e‑commerce, mobile app, USSD).

Required skills

• Advanced MS Office – Excel and PowerPoint.
• Data analysis and project management.
• Human‑centred design and product management methodologies.
• Knowledge of SaaS/BAAS/PAAS platforms and emerging tech trends.
• Experience with big‑data platforms and digital finance solutions.
• Understanding of cash‑management, web/e‑commerce, mobile app and USSD technologies.