HEAD, DIGITAL ADOPTION AND ENGAGEMENT

Job description

Job Summary The Head of Digital Adoption & Engagement is responsible for setting the strategic direction for the Bank's digital adoption agenda, driving enterprise-wide alignment on digital growth priorities, and ensuring achievement of digital penetration, engagement, and channel migration objectives. The role serves as the primary business lead and executive representative for digital adoption initiatives, translating business goals into actionable strategies, championing initiatives before senior leadership, and driving cross-functional alignment across Digital Banking, Product, Branch Banking, Marketing, Analytics, Operations, and Customer Experience teams. Key Responsibilities Strategic Leadership • Define and lead the overall digital adoption and engagement strategy. • Establish annual and multi-year roadmaps for penetration, usage, and offloading. • Identify growth opportunities, customer pain points, and strategic interventions. • Ensure alignment with enterprise priorities and transformation goals. Executive Stakeholder Management • Serve as key liaison between working teams and senior management. • Drive alignment and decision-making among executives and business heads. • Represent the team in governance forums and leadership discussions. • Secure buy-in and sponsorship for critical initiatives. Business Performance & Governance • Own overall performance against penetration, usage, and offloading targets. • Lead business reviews and governance discussions. • Recommend strategic actions based on performance insights. Executive Reporting & Strategic Communications • Lead preparation of management decks, business cases, strategy papers, and executive updates. • Translate complex data into clear business recommendations. • Develop compelling narratives to support investment and prioritization decisions. • Ensure consistent KPI reporting and strategic storytelling. Cross-Functional Leadership • Partner with Product, Marketing, Analytics, Operations, Branch Banking, and Digital Banking teams. • Remove organizational barriers and ensure alignment across customer journeys. Team Leadership • Provide strategic direction and coaching to managers and specialists. • Build team capabilities in strategy, analytics, stakeholder management, and executive communication. Success Measures Penetration: Digital adoption growth, activation rates, and customer conversion. Usage: Active users, transaction frequency, feature adoption, and engagement. Offloading: Branch-to-digital migration and self-service penetration. Leadership: Executive stakeholder satisfaction, approval of strategic initiatives, and quality of management reporting. Qualifications • Bachelor's degree in Business, Marketing, Management, Economics, Communications, or related field. • 8-10 years of relevant experience in digital banking, digital growth, customer engagement, or related areas. • At least 3-5 years in a leadership role. • Strong strategic thinking, stakeholder management, communication, and presentation skills.