About the job
About the Role
The Senior Vice President - Head of Digital Channels will spearhead the strategic management and optimization of all Business Banking digital channels, ensuring exceptional customer experiences and robust operational resilience. This critical role is responsible for channel performance, leveraging data insights for customer advocacy, and serving as the primary contact for channel disruptions and outages. The SVP will advocate for Voice of Customer initiatives, manage feedback mechanisms, and partner with technology teams to enhance channel reliability and functionality.
This position is crucial in designing intuitive and impactful customer journeys while delivering scalable solutions that align with RAKBANK’s strategic vision.
Key Responsibilities
Channel Strategy & Governance
- Develop and realize the vision and roadmap for all Business Banking digital channels (web, mobile, APIs).
- Establish governance frameworks for channel performance, uptime, and customer experience metrics.
Data Tracking & Analytics
- Implement systems for tracking usage, metadata, and behavioral analytics.
- Monitor KPIs related to adoption, engagement, and transaction success; utilize insights for enhancements.
Operational Resilience
- Act as the primary contact for channel failures and outages, ensuring swift escalation and resolution.
- Oversee incident management and communicate proactively during service disruptions.
Voice of Customer
- Lead efforts to gather and analyze customer feedback regarding channel performance.
- Transform insights into actionable improvements for technology teams and product roadmaps.
Collaboration & Delivery
- Collaborate with technology, operations, and compliance teams to ensure timely enhancements.
- Prioritize backlogs based on customer impact and strategic goals.
Innovation & Continuous Improvement
- Explore emerging technologies (AI, automation, cloud) to boost channel capabilities.
- Promote a culture of agility, data-driven decision-making, and a customer-centric approach.
Expertise & Governance
- Manage multi-channel ecosystems and integrate with core banking platforms.
- Balance regulatory compliance with innovation and speed to market.
- Influence senior stakeholders and navigate competing priorities.
- Operate within bank policies and governance frameworks, making decisions according to the delegation matrix.

