About Kingdom Bank

Kingdom Bank is a subsidiary of the Co-operative Bank of Kenya, following its acquisition of Kingdom Bank in August 2020. We are now part of a Group with over Kes. 457 Billion total assets and Kes 20.7 Billion profit before tax as at 31 December 2019.

Kingdom Bank is looking for an RM Digital to grow digital and agency-banking adoption among women customers. You will improve end-to-end customer journeys and use sex-disaggregated data to understand customer needs, guide innovation and deliver inclusive, secure and measurable digital solutions. The role supports the Bank’s shift from physical to increasingly digital onboarding and service journeys for women.

Responsibilities

• Digital growth and activation: Set adoption and usage plans for mobile, internet, cards, merchant payments, agency banking and other self-service channels. Coordinate secure onboarding, assisted-digital support, education, campaigns and reactivation of inactive users. Track registration, repeat use, transaction value, digital revenue and cost-to-serve.
• Women-centred journey design: Map priority journeys from discovery and onboarding to credit, servicing, repayment and complaints. Identify friction around documentation, device access, connectivity, language, privacy and fraud exposure. Work with Product, Technology, Operations, Risk and Compliance to turn customer needs into clear requirements. Coordinate user testing, rollout readiness and post-launch reviews.
• Gender data and insight: Build governed sex-disaggregated dashboards covering customers, lending, deposits, channel use, complaints and outcomes. Use funnel, cohort and behavioural analysis to identify underserved groups and opportunities.
• Digital innovation: Assess digital, fintech, alternative-data and embedded-finance opportunities. Prepare business cases, coordinate pilots and measure their impact, then scale what works.
• Digital trust and customer protection: Partner with Fraud, Cybersecurity, Risk, Compliance and Data Privacy teams. Develop digital-safety and fraud-awareness content for customers, agents, partners and branches.
• Capability building: Train branches, agents and partners on secure onboarding and digital support. Maintain the Women Banking digital roadmap and governance reporting.

Qualifications

• Bachelor’s degree in business, information systems, digital finance, data analytics or a related field.
• At least 5 years’ experience in digital banking, channel management, product management, customer experience or analytics.
• Working knowledge of digital payments, agency banking, data governance, cybersecurity and customer protection.

• Digital growth and activation: Set adoption and usage plans for mobile, internet, cards, merchant payments, agency banking and other self-service channels. Coordinate secure onboarding, assisted-digital support, education, campaigns and reactivation of inactive users. Track registration, repeat use, transaction value, digital revenue and cost-to-serve.
• Women-centred journey design: Map priority journeys from discovery and onboarding to credit, servicing, repayment and complaints. Identify friction around documentation, device access, connectivity, language, privacy and fraud exposure. Work with Product, Technology, Operations, Risk and Compliance to turn customer needs into clear requirements. Coordinate user testing, rollout readiness and post-launch reviews.
• Gender data and insight: Build governed sex-disaggregated dashboards covering customers, lending, deposits, channel use, complaints and outcomes. Use funnel, cohort and behavioural analysis to identify underserved groups and opportunities.
• Digital innovation: Assess digital, fintech, alternative-data and embedded-finance opportunities. Prepare business cases, coordinate pilots and measure their impact, then scale what works.
• Digital trust and customer protection: Partner with Fraud, Cybersecurity, Risk, Compliance and Data Privacy teams. Develop digital-safety and fraud-awareness content for customers, agents, partners and branches.
• Capability building: Train branches, agents and partners on secure onboarding and digital support. Maintain the Women Banking digital roadmap and governance reporting.

• Digital banking
• Channel management
• Product management
• Customer experience
• Analytics
• Digital payments
• Agency banking
• Data governance
• Cybersecurity
• Customer protection

• Bachelor’s degree in business, information systems, digital finance, data analytics or a related field.
• At least 5 years’ experience in digital banking, channel management, product management, customer experience or analytics.
• Working knowledge of digital payments, agency banking, data governance, cybersecurity and customer protection.