Channel and Innovation lead – Digital Payments

Job Title: Channel and Innovation lead Digital Payments

Employment type: Contract (On-site)

Contract length: 12 months

Location: Casablanca Morocco

PURPOSE OF THE PROJECT

Orchestrate a consistent customer experience across digital and assisted channels while establishing an innovation pipeline and test-and-learn culture for the new digital bank.

Core Responsibilities and Accountabilities:

• Define orchestration principles across mobile app web notifications chatbot call center branches ATMs kiosks and other relevant channels.
• Ensure customer journeys are coherent simple and aligned with the digital bank value proposition across self-service and assisted touchpoints.
• Identify journey breaks and coordinate cross-channel improvements with Product Business Marketing Technology Operations and Support teams.
• Contribute to the design and optimization of priority journeys such as onboarding login accounts cards payments savings support complaints activation and usage.
• Build and manage an innovation pipeline covering new features personalization gamification self-service marketplace concepts financial wellness and other value-added services.
• Launch pilots apply MVP and test-and-learn methods measure customer and business impact and scale high-potential innovations into the product roadmap.
• Define and monitor channel and journey KPIs such as adoption active usage conversion completion drop-off satisfaction incidents platform availability and feature uptake.
• Promote collaborative ways of working and a continuous-improvement culture across functions.

Knowledge and Experience:

• 8-12 years of experience in digital channels customer journeys innovation product management or transformation.
• Proven experience orchestrating omnichannel customer experiences across web mobile ATM/kiosk call center and assisted channels.
• Strong innovation experimentation customer-experience and cross-functional leadership capability.
• Experience establishing or leading a center of excellence is advantageous.
• The ability to work onsite in Morocco throughout the assignment.

Mandatory Skills:

• Bachelors degree in Finance Economics Business Administration Computer Science Information Technology or a related field (Masters preferred).
• Previous experience within Banking Digital Payment & Card solutions or the FinTech industry.
• Regional experience including working in a faced-paced matrix organisation.
• Excellent written and verbal communication; English French and/or Arabic capability is advantageous.

Preferred Skills:

• The ability to analyse data troubleshoot payment issues optimize processes and make data-driven decisions.
• Good understanding of payment systems digital platforms system workflows security basics and industry technologies.
• An understanding of regional regulations across financial services or payment networks.