About Company
Bank of Kigali Plc is Rwanda’s largest commercial bank by assets, serving over 500,000 customers with a comprehensive range of financial products and services. With a rich history spanning over five decades, we are at the forefront of driving Rwanda’s economic growth and financial inclusion. We are deeply committed to leveraging technology and innovation to deliver exceptional customer experiences, continuously evolving to meet the dynamic needs of our diverse clientele. Join a team dedicated to excellence, integrity, and shaping the future of banking in Rwanda.
Job Description
Bank of Kigali Plc is seeking a visionary and results-driven Director of Digital Experience to lead our efforts in crafting seamless, intuitive, and engaging digital customer journeys. This pivotal role will be responsible for defining, developing, and executing the bank’s overarching digital experience strategy, ensuring it aligns with our business objectives and enhances customer satisfaction across all digital touchpoints. The ideal candidate will be a strategic leader with a deep understanding of user-centered design, digital product development, data analytics, and the latest trends in fintech and digital banking. You will champion a culture of innovation, driving continuous improvement in our digital offerings and establishing Bank of Kigali as a leader in digital banking experience in Rwanda and beyond. This is an exciting opportunity to make a significant impact on how our customers interact with their financial services, shaping the future of digital finance in Rwanda.
Key Responsibilities
- Develop and implement a comprehensive digital experience strategy that enhances customer engagement and achieves business goals across all digital channels.
- Lead cross-functional teams (UX/UI, product, marketing, IT) to design, develop, and launch innovative digital products and services with a customer-first approach.
- Utilize advanced data analytics, market research, and customer feedback to identify opportunities for digital experience improvement and personalization.
- Oversee the entire customer journey across all digital touchpoints, ensuring consistency, efficiency, and exceptional user satisfaction.
- Drive the adoption of best practices in user-centered design, agile development, A/B testing, and rapid prototyping methodologies.
- Monitor the competitive landscape and emerging technologies to identify trends, strategic opportunities, and potential threats for digital innovation.
- Establish key performance indicators (KPIs) for digital experience initiatives and regularly report on progress, insights, and recommendations to senior leadership.
- Mentor, coach, and develop a high-performing team focused on digital excellence, customer-centricity, and continuous innovation.
Required Skills
- Proven expertise in digital strategy, product management, and user experience (UX) design within a large organization.
- Strong analytical skills with the ability to interpret complex data, derive actionable insights, and translate them into strategic initiatives.
- Exceptional leadership, team-building, and people management capabilities, with a track record of motivating and guiding diverse teams.
- Excellent communication, presentation, and interpersonal skills, capable of influencing stakeholders at all levels.
- Proficiency in digital analytics tools, customer journey mapping, and various agile development methodologies.
- Demonstrated ability to manage complex projects from conception to launch, driving innovation and delivering results in a fast-paced environment.
- In-depth understanding of current digital technologies, platforms, and emerging trends in the financial services sector.
Preferred Qualifications
- Master's degree in Business Administration, Marketing, Computer Science, or a related field.
- Certifications in UX/UI design, Agile Project Management (e.g., Scrum Master, SAFe), or Digital Marketing.
- Extensive experience in the financial services or fintech industry, particularly within an emerging market context.
Perks & Benefits
- Competitive salary and performance-based bonuses tied to strategic outcomes.
- Comprehensive health and wellness benefits package for employees and their dependents.
- Generous annual leave and paid holidays, promoting work-life balance.
- Extensive opportunities for professional development, training, and continuous learning.
- Access to cutting-edge technology and involvement in innovative, transformational projects.
- A dynamic, collaborative, and inclusive work environment that values creativity and strategic thinking.
- Relocation assistance may be available for eligible international candidates.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking the ‘Application Link’ below. Please ensure your CV and cover letter highlight your relevant experience and why you are the ideal candidate for this pivotal role at Bank of Kigali Plc.