JOB PURPOSE
The
Product Officer -
Digital Lending
is responsible for supporting the design, rollout, and performance management
of the Bank’s digital lending products. The role involves coordinating product
lifecycle activities, monitoring performance metrics, analyzing customer and
portfolio data, and ensuring seamless integration with key partners and
channels.
The position also ensures compliance with internal processes, supports
enhancement initiatives, and contributes to innovation within the digital
lending ecosystem to improve customer access, efficiency, and
profitability.
KEY
RESPONSIBILTIES
- Product Development
- Product Growth
- Risk Compliance and reporting
- System testing and Revenue Assurance
- Customer Experience
Product Development
- Develop a compelling value propositions within the Digital Lending
space by understanding the target customer’s needs, pains, and desired
gains to guide product development.
- Document and Maintain product programs that include processes,
procedures, customer journeys, customer experience standards, all geared
towards driving a suite of scalable and profitable products.
- track product performance metrics and customer feedback to refine
and improve product offerings.
- Oversee the entire product lifecycle, from concept through launch
and beyond, ensuring continuous improvement and alignment with market
needs.
- Conduct market trend analysis and competitive research to drive
innovation in the digital lending space, enhancing customer experience on
digital platforms.
- Asses the market dynamics and the competitive landscape to identify
risks and opportunities for the digital lending portfolio.
Product
Growth
- Create a comprehensive product marketing and Go-To-Market strategies
for new launches and year-round campaigns to drive product adoption and
growth.
- Execute marketing campaigns and promotional plans to drive product
adoption and growth of digital lending products.
- Analyze and utilize targeted campaign data for various digital
lending products, optimizing campaign effectiveness.
- Analyze market trends and competitor activities to inform product
positioning and adjust growth strategies accordingly.
- Monitor key performance indicators (KPIs) related to product growth
and campaign effectiveness, making data-driven decisions to drive
continuous improvement.
- Identify and assess gaps in product knowledge, and provide targeted
training and resources to bridge these gaps effectively
- Organize training sessions for new digital lending products and
systems, ensuring effective knowledge transfer to bank staff to ensure
product uptake.
- Collaborate with sales teams to develop cross-functional strategies
that drive product adoption and increase revenue.
Risk
Compliance and reporting
- Monitor and report on risks associated with digital lending
products, ensuring compliance with regulatory requirements and industry
standards.
- Maintain Product documents such as risk registers and business
continuity plans, Procedure manuals updating them regularly and submitting
reports as required.
- Prepare executive-level reports and presentations on digital lending
performance, highlighting key metrics, trends, and strategic initiatives.
- Prepare ad hoc reports to assist the team and management in making
informed business decisions, contributing to proactive and data-driven
decision-making.
- Ensure products comply with relevant regulations and industry
standards, addressing any compliance issues that arise.
System
testing and Revenue Assurance
- System User Acceptance Testing of Digital Lending System products
before going live.
- Regression testing of DLS system after deployments to identify bugs.
- Periodic System testing to ensure policy and system rules are
working as expected.
- Perform periodic system sanity checks on loan transactions.
- Revenue assurance to validate that all products fees and commissions
are collected as per approved terms.
- Implement key performance indicators (KPIs) to track revenue
generation and monitor performance against targets.
Customer
Experience
- Analyze customer feedback, complaint logs, and repayment trends to
identify recurring issues affecting satisfaction or usability, and
recommend product or process enhancements to address them.
- Collaborate with Technology, Operations, and Customer Service teams
to implement UX improvements, streamline the loan application and
repayment process, and reduce turnaround times.
- Leverage transaction and behavioral data to personalize loan offers,
improve credit limit allocation, and ensure fair and transparent pricing
aligned with customer behavior.
- Monitor customer journey metrics (e.g., drop-off points, approval
delays, repayment friction) and drive initiatives that enhance
accessibility, clarity, and user confidence.
- Collect and interpret customer feedback from surveys, support
tickets, and contact center interactions, then translate insights into
actionable recommendations for product refinement and service quality
improvement.
- Track and measure the impact of implemented improvements using KPIs
such as Net Promoter Score (NPS), customer retention, and repeat borrowing
rate.
DECISION MAKING
AUTHORITY
- Decide which market segments or customer groups to target based on
their needs and the product’s strengths.
- Plan the product launch strategy, including timing, key messages,
and initial marketing efforts to ensure a successful market introduction.
- Determine which promotional activities or events will best support
product awareness and customer engagement.
ACADEMIC BACKGROUND
- University Degree in Bachelor of commerce (Finance or Accounting) or
other relevant Business Degree
- Master’s degree will be an added advantage
WORK EXPERIENCE
- 2-3 years in product management, digital lending, or fintech
operations.
- Experience in banking regional delivery, with extensive knowledge in
digital Banking.
SKILLS &
COMPETENCIES
- Strong understanding of digital lending products, customer segments,
and partner ecosystems.
- Customer Centric with the ability to offer customers to a different
channel based on their channel of choice.
- Excellent understanding of competitor market trends on Channel
lending
- Solid knowledge of banking processes, credit workflows, and
financial products.
- Analytical mindset with ability to interpret data and translate it
into product decisions.
- Strong organizational and coordination skills with attention to
detail.
- Excellent communication, interpersonal, and stakeholder management
skills.
- Understanding of CBK guidelines, data protection, and compliance
frameworks in digital lending.
PROFESSIONAL
CERTIFICATION
Desirable
to have:
- Bachelor’s degree in Business, Economics, Finance, Computer Science,
or a related discipline from a recognized university.
- Project Management
How to Apply
