Family Bank (formely Family Finance Building Society) was registered as a Building Society in October 1984 in Kenya, under the Building Societies Act and commenced operations in the early 1985. Family Bank converted into a fully fledged bank in May 2007 and the main driver for our conversion was the need to offer a wider range of products and services to our...

Job Purpose:

Manage the (Omni-Channel) Internet and the native Mobile App product discovery, design, development, Strategy and Vision

Key Responsibilities:

• End to product design, development and entire life product lifecycle ownership
• Administer full digital product lifecycle from discovery to optimization.
• Develop product strategy, design solution process and experience architecture analyse customer journeys, conduct UX research and competitive audits, prepare
• Submit concept papers and business cases, secure stakeholder buy in, design UX baselines, review and audit developments
• Undertake functional & design QA, evaluate test results, authorize production readiness, organize Go To
• Market plans, guide launch execution, conduct post-launch UX audits, analyse performance data, and orchestrate iteration cycles.
• Digital Product Governance and Change Control
• Prepare, review and submit CAB documentation for projects without PMs.
• Defend change requests at Advisory Board known as CAB.
• Verify scope alignment to strategy. Examine risk impacts. Authorize change deployments. Audit implementation compliance.
• Parallel Initiative Oversight and Digitization Lead
• Analyse cross functional digitization initiatives impacting Internet & Mobile Banking.
• Design channel requirements, evaluate development dependencies, review BRDs, FRDs and SRS guide solution alignment with enterprise architecture
• Delegate tasks to SMEs, monitor change lifecycle, authorize deployment readiness, and verify delivery against scope.
• Multi-Stakeholder Orchestration and risk Engagement
• Review and respond to Risk Assessment Documents and examine regulatory implications.
• Coordinate IT, Operations, CX, Compliance, Risk & Finance inputs.
• Administer cross functional alignment meetings. Evaluate mitigation controls. Submit responses to auditors and governance forums.
• Stakeholder Buy in and Commercial Alignment
• Develop and present business cases to Transformation, Retail, Corporate, Finance, Marketing, Products, CX, IT and Operations.
• Analyse revenue impact and cost implications. Guides offer advisory on commercial viability discussions.
• Negotiate feature prioritization. Secure cross-functional approvals.
• Budget Review and Cost Governance
• Review vendor costing proposals.
• Analyse digital investment budgets for Internet and Omnichannel experience strategy. Examine ROI projections.
• Recommend budget approvals to the Head of DFS. Monitor project-related expenditure.
• Verify cost alignment with business case.
• Evaluate pricing impacts on channel profitability.
• Key Enterprise Projects Requirements and Implementation
• Review and analyse and recommend corporate pricing concession requests for Online Banking Customers and examine customer profitability.
• Authorize first line approvals within mandate. Submit and facilitate escalations. Verify compliance with pricing policy.
• Guide Relationship Managers on digital pricing structures
• Performance Monitoring and Channel Analytics
• Analyse transaction trends, customer behaviour, adoption rates and drop offs and advise the business on opportunity areas.
• Review channel KPIs. Evaluate revenue contribution. Audit service availability metrics.
• Develop performance reports for management. Recommend optimization strategies.
• UX Design Leadership and Enterprise Digital Experience Governance
• Lead and administer UX design standards across Omni-Channel platforms, primary mobile and web-based banking platforms.
• Develop and enforce enterprise UX baselines and design systems.
• Conduct UX audits across key enterprise projects including Core Banking, CRM implementations, Chatbot deployments, and process digitization initiatives.
• Review and approve customer journey maps, wireframes and prototypes.
• Analyze usability risks during system quality assurance. Evaluate cross-channel experience consistency
• Web, Mobile, Self-Service, Guide IT, vendors and project teams on customer-centric design principles.
• Implementation of usability audits and recommend optimization interventions.

The ideal candidate must possess the following:

Qualifications and experience

• Bachelor’s Degree Business, Finance or related field.
• MBA or master’s degree in design or project management is preferred.
• Certifications in Product Management, Agile, UX, ITIL or Project Management are advantageous.
• Membership in recognized product design professional bodies
• 8 to 12 years in digital banking or fintech
• Minimum 3 years in Digital Banking leadership.
• Proven experience in Core Banking, CRM, Chatbot and enterprise digitization projects and mobile banking /internet banking change life cycle.
• Demonstrated ownership of digital products, governance forums and commercial performance.
• Prior Experience with Cooperate Banking payment and collection services

Key Competencies and Attributes

• Understands the Banking Act and Central Bank of Kenya (CBK) prudential guidelines, high levels of
• professionalism and professional development.
• Excellent people management skills, team motivation and leadership competence.
• Candidate should be able to work regionally.
• Good negotiation skills.
• Good listening skills.
• Pleasant and able to relate well in diverse social set ups and teams.
• Upholds high standard of Professionalism, integrity and respect for others.

• End to product design, development and entire life product lifecycle ownership
• Administer full digital product lifecycle from discovery to optimization.
• Develop product strategy, design solution process and experience architecture analyse customer journeys, conduct UX research and competitive audits, prepare
• Submit concept papers and business cases, secure stakeholder buy in, design UX baselines, review and audit developments
• Undertake functional & design QA, evaluate test results, authorize production readiness, organize Go To
• Market plans, guide launch execution, conduct post-launch UX audits, analyse performance data, and orchestrate iteration cycles.
• Digital Product Governance and Change Control
• Prepare, review and submit CAB documentation for projects without PMs.
• Defend change requests at Advisory Board known as CAB.
• Verify scope alignment to strategy. Examine risk impacts. Authorize change deployments. Audit implementation compliance.
• Parallel Initiative Oversight and Digitization Lead
• Analyse cross functional digitization initiatives impacting Internet & Mobile Banking.
• Design channel requirements, evaluate development dependencies, review BRDs, FRDs and SRS guide solution alignment with enterprise architecture
• Delegate tasks to SMEs, monitor change lifecycle, authorize deployment readiness, and verify delivery against scope.
• Multi-Stakeholder Orchestration and risk Engagement
• Review and respond to Risk Assessment Documents and examine regulatory implications.
• Coordinate IT, Operations, CX, Compliance, Risk & Finance inputs.
• Administer cross functional alignment meetings. Evaluate mitigation controls. Submit responses to auditors and governance forums.
• Stakeholder Buy in and Commercial Alignment
• Develop and present business cases to Transformation, Retail, Corporate, Finance, Marketing, Products, CX, IT and Operations.
• Analyse revenue impact and cost implications. Guides offer advisory on commercial viability discussions.
• Negotiate feature prioritization. Secure cross-functional approvals.
• Budget Review and Cost Governance
• Review vendor costing proposals.
• Analyse digital investment budgets for Internet and Omnichannel experience strategy. Examine ROI projections.
• Recommend budget approvals to the Head of DFS. Monitor project-related expenditure.
• Verify cost alignment with business case.
• Evaluate pricing impacts on channel profitability.
• Key Enterprise Projects Requirements and Implementation
• Review and analyse and recommend corporate pricing concession requests for Online Banking Customers and examine customer profitability.
• Authorize first line approvals within mandate. Submit and facilitate escalations. Verify compliance with pricing policy.
• Guide Relationship Managers on digital pricing structures
• Performance Monitoring and Channel Analytics
• Analyse transaction trends, customer behaviour, adoption rates and drop offs and advise the business on opportunity areas.
• Review channel KPIs. Evaluate revenue contribution. Audit service availability metrics.
• Develop performance reports for management. Recommend optimization strategies.
• UX Design Leadership and Enterprise Digital Experience Governance
• Lead and administer UX design standards across Omni-Channel platforms, primary mobile and web-based banking platforms.
• Develop and enforce enterprise UX baselines and design systems.
• Conduct UX audits across key enterprise projects including Core Banking, CRM implementations, Chatbot deployments, and process digitization initiatives.
• Review and approve customer journey maps, wireframes and prototypes.
• Analyze usability risks during system quality assurance. Evaluate cross-channel experience consistency
• Web, Mobile, Self-Service, Guide IT, vendors and project teams on customer-centric design principles.
• Implementation of usability audits and recommend optimization interventions.

• Product Management
• Agile
• UX Design
• ITIL
• Project Management
• Digital Banking
• Fintech
• Core Banking
• CRM
• Chatbot
• Mobile Banking
• Internet Banking
• Cooperate Banking payment and collection services
• Banking Act and Central Bank of Kenya (CBK) prudential guidelines
• People Management
• Team Motivation
• Leadership
• Negotiation
• Listening
• Professionalism
• Integrity

• Bachelor’s Degree Business, Finance or related field.
• MBA or master’s degree in design or project management is preferred.
• Certifications in Product Management, Agile, UX, ITIL or Project Management are advantageous.
• Membership in recognized product design professional bodies