Senior Vice President & Head of Digital Channels - Business Banking
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Key skills for this role
About the Role
RAKBANK seeks an SVP & Head of Digital Channels for Business Banking to lead the strategy, performance, and resilience of web, mobile, and API platforms. The role requires 15+ years in digital banking, 5+ years in senior leadership, and expertise in channel management, customer experience, and incident management.
Key Skills for This Role
Responsibilities
- Define and execute the vision, strategy, and roadmap for Business Banking digital channels (web, mobile, APIs)
- Establish governance frameworks for channel performance, uptime, resilience, and customer experience metrics
- Implement robust frameworks to track channel usage, metadata, and customer behavior
- Monitor KPIs for adoption, engagement, transaction success, and reliability
- Act as the senior point of contact for major channel incidents, outages, and service disruptions
- Lead initiatives to capture, analyze, and act on customer feedback across digital channels
- Partner with technology squads, operations, risk, and compliance teams to deliver enhancements at pace
- Drive backlog prioritization based on customer impact, strategic value, and operational risk
- Explore and leverage emerging technologies including AI, automation, cloud, and API ecosystems
- Foster a culture of agility, experimentation, data driven decision making, and customer centricity
Requirements
- Bachelor’s degree required; Master’s degree preferred
- 15+ years of experience in digital banking or financial services
- Minimum 5 years in senior leadership roles managing digital channels or large scale transformation programs
- Proven track record in channel management, customer experience transformation, and incident management
- Strong understanding of analytics frameworks, digital platforms, and enterprise technologies
Full Job Posting
About The Role
- The SVP – Head of Digital Channels will lead the strategic management and optimization of all Business Banking digital channels, including web, mobile, and API platforms.
- This role is accountable for channel performance, operational resilience, and customer experience, serving as the senior point of ownership for digital channel stability and evolution.
What You’ll Be Doing
- Define and execute the vision, strategy, and roadmap for Business Banking digital channels (web, mobile, APIs).
- Establish governance frameworks for channel performance, uptime, resilience, and customer experience metrics.
- Ensure alignment with bank policies, risk appetite, and regulatory requirements.
- Implement robust frameworks to track channel usage, metadata, and customer behavior.
- Monitor KPIs for adoption, engagement, transaction success, and reliability.
- Translate insights into actionable improvements and strategic priorities.
- Act as the senior point of contact for major channel incidents, outages, and service disruptions.
- Oversee incident escalation, resolution, and post incident reviews.
- Lead proactive stakeholder communication during disruptions to ensure transparency and confidence.
- Lead initiatives to capture, analyze, and act on customer feedback across digital channels.
- Embed customer insights into technology backlogs and product roadmaps.
- Drive continuous improvement of end to end digital journeys.
What We’re Looking For
- Bachelor’s degree required; Master’s degree preferred.
- 15+ years of experience in digital banking or financial services.
- Minimum 5 years in senior leadership roles managing digital channels or large scale transformation programs.
- Proven track record in channel management, customer experience transformation, and incident management.
- Strong understanding of analytics frameworks, digital platforms, and enterprise technologies.
- Agile methodologies (Scrum, SAFe, Kanban).
- Product lifecycle management and backlog prioritization tools (Jira, Azure DevOps, Confluence).
- Customer journey mapping and UX collaboration.
- Data analytics and reporting (Google Analytics, Power BI, Tableau).
- API and integration concepts.
- Regulatory awareness (e.g., AML, FATCA, MiFID II).
What’s In It For You
- Competitive, performance linked compensation.
- Medical coverage for you and your family.
- Comprehensive life insurance.
- Inclusive and diverse workplace culture.
- Career development and fast track growth opportunities.
- Mentorship from industry leaders.
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