Digital Customer Migration Specialist

NBC is the oldest serving bank in Tanzania with over five decades of experience. We offer a range of retail, business, corporate and investment banking, wealth management products and services.

Job Summary

Responsible for day-to-day business monitoring and reporting. In charge to support customer migration from traditional (non-digital channels) to digital channels usage (Mobile banking, App, Internet Banking, etc.). A team player with vast experience on acquisition of customers, growth of revenue, and retention of customers. A person to design various retention campaigns, activities for digital channels. Execute customer Migration Strategy for the Bank, and a link between the Digital Banking team, other units within the bank, and third parties in terms of business performance and customer migration on digital channels. He/she is responsible for overseeing and managing the smooth transition of customers from traditional, legacy systems to modern digital platforms. This involves ensuring that customers understand, adopt, and effectively use digital tools and services, which could include websites, mobile apps, self-service portals, and automated solutions.

Job Description

Digital Migration Strategy Execution: - 55%

• Work with management and other departments to define the strategy for digital migration across customer segments.
• Design and support processes and ensure a seamless, user-friendly experience for customers moving from traditional service channels (e.g., phone support, in-person visits) to digital channels (websites, apps).
• Develop migration goals and objectives to Digital Lead Generator & Champions, ensuring alignment with the organization’s overall digital transformation strategy.
• Develop and execute digital sales strategies aligned with the company’s business goals and growth objectives.
• Create and manage digital sales plans, targeting specific customer segments and online channels to maximize revenue generation.
• Analyze market trends and customer behavior to continuously refine sales strategies and improve digital sales performance.
• Organize and conduct webinars, workshops, or one-on-one sessions to educate customers about digital tools and processes.
• Identify new digital sales channels or opportunities for improving existing channels to enhance sales and revenue.
• Ensure that digital platforms are up to date with the latest product information, pricing, and promotional offers to encourage sales.
• Track and report on the progress of customer migrations, ensuring that timelines are met, and issues are resolved promptly.
• Identify new digital sales channels or opportunities for improving existing channels to enhance sales and revenue.
• Continuously optimize the sales experience across various digital platforms (websites, mobile apps, social media) to improve user experience and conversions.

Customer Experience and Collaboration with Cross-Functional Teams: - 25%

• Monitor the customer experience during the migration process to ensure that it is seamless and user-friendly.
• Collect feedback from customers throughout the migration journey to understand pain points, difficulties, and satisfaction levels.
• Use feedback and customer data to continuously improve the digital migration process and identify opportunities for further enhancing customer experience.
• Collaborate with the IT team, product developers, and customer service teams to ensure the migration process aligns with technological capabilities and service delivery.
• Work with marketing teams to create campaigns that encourage digital adoption and ensure that the messaging is clear and consistent across all channels.
• Coordinate with technical support teams to address any issues arising during the migration process, ensuring minimal disruption to customers.

Security and Compliance: - 15%

• Ensure that the digital migration process follows all relevant security protocols, especially when handling sensitive customer data.
• Stay updated on industry standards, regulatory requirements, and best practices for data protection, ensuring compliance throughout the migration process.

Team Leadership and Development: - 5%

• Manage Migration Teams: Lead and manage the teams responsible for implementing the migration, including technical specialists, project managers, and support staff. Ensure the teams have the resources, skills, and motivation needed to succeed.
• Foster a Collaborative Environment: Create a collaborative, communicative, and solution-oriented environment where all team members are encouraged to contribute and solve problems effectively.
• Training and Development: Ensure that team members and relevant staff are trained and equipped with the necessary skills to manage new technologies or systems post-migration.

Education and Experience Required:

• A bachelor’s degree in digital technology, Marketing, Finance or related field from any recognized university.
• At least 3 years of relevant experience in telecoms or financial institutions.
• Sales/Marketing experience will be an added advantage.

Knowledge & Skills:

• Ability to speak and write both English and Swahili languages.
• Analytical skills.
• Sales/ marketing skills.

Qualifications

• Bachelors Degrees and Advanced Diplomas - Physical, Mathematical, Computer and Life Sciences
• Experience in a similar environment