Assistant Manager, Digital Solutions & Customer Experience at KCB Bank Kenya

KEY RESPONSIBILITIES:

• Develop and communicate a clear product vision and strategy for digital insurance products based on market trends, customer feedback and align with overall business strategy.
• Manage and prioritize the product backlog, ensuring that the most valuable features are worked on and aligned with stakeholder needs and business priorities.
• Work closely with Agile teams, including Scrum Masters, Developers, UI/UX Designers, QA, and other stakeholders, to ensure the successful delivery of product increments.
• Collaborate with key stakeholders, including business leaders, underwriting, claims, marketing, finance, medical, legal and customer experience, to gather requirements and feedback.
• Keep the customer at the center of product development, ensuring that user stories and product features meet customer needs and provide a great user experience.
• Receive, investigate and resolve and/or soltuion for customer issues, complaints and/or improvement feedback.
• Coordinate product releases, ensuring that they are delivered on time, meet quality standards, and comply with regulatory requirements.
• Use data and analytics to track product performance, measure customer satisfaction, and inform product decisions.
• Identify opportunities for continuous improvement in Agile processes, product quality, and customer satisfaction.
• Work with Marketing in developing and implementing go-to-market strategies

Academic & Professional

Particulars    Detail    Specific Field or Qualification     

• Education     Bachelor’s Degree    Bachelor’s Degree    RQ
• Professional Qualifications    Certificate /Diploma/ Higher Diploma in Insurance, Marketing and Project Management    AA

Experience & Proficiencies

Total Minimum No of Years’ Experience Required

• 3 years

Detail     Minimum[1] No of Years

• Digital product development 2
• Insurance, Financial and/or banking Experience 2
• Customer experience 1