Job Title : Channel and Innovation lead – Digital Payments
Employment type : Contract (On-site)
Contract length : 12 months
Location : Casablanca, Morocco
PURPOSE OF THE PROJECT
Orchestrate a consistent customer experience across digital and assisted channels while establishing an innovation pipeline and test-and-learn culture for the new digital bank.
Core Responsibilities and Accountabilities:
Define orchestration principles across mobile app, web, notifications, chatbot, call center, branches, ATMs, kiosks, and other relevant channels.
Ensure customer journeys are coherent, simple, and aligned with the digital bank value proposition across self-service and assisted touchpoints.
Identify journey breaks and coordinate cross-channel improvements with Product, Business, Marketing, Technology, Operations, and Support teams.
Contribute to the design and optimization of priority journeys such as onboarding, login, accounts, cards, payments, savings, support, complaints, activation, and usage.
Build and manage an innovation pipeline covering new features, personalization, gamification, self-service, marketplace concepts, financial wellness, and other value-added services.
Launch pilots, apply MVP and test-and-learn methods, measure customer and business impact, and scale high-potential innovations into the product roadmap.
Define and monitor channel and journey KPIs such as adoption, active usage, conversion, completion, drop-off, satisfaction, incidents, platform availability, and feature uptake.
Promote collaborative ways of working and a continuous-improvement culture across functions.