Digital Customer Migration Specialist

About the Company

NBC, the longest-standing bank in Tanzania with over fifty years of service, provides a comprehensive suite of retail, business, corporate, and investment banking options, as well as wealth management solutions.

Job Overview

We seek a business-oriented professional with strong analytical capabilities to oversee daily business monitoring and reporting. This role focuses on facilitating customers' transition from conventional (non-digital) banking channels to digital platforms such as mobile banking, apps, and internet banking. The ideal candidate will have substantial experience in customer acquisition, revenue growth, and retention strategies, designing campaigns to enhance digital channel engagement. Acting as the bridge between the digital banking team, other internal units, and external partners, the specialist will ensure effective implementation of the customer migration strategy and seamless business performance.

Key Responsibilities

• Lead the execution of digital migration strategies, collaborating with management and departments to define approaches suited for various customer groups.
• Design and support processes that guarantee a smooth, intuitive transition for customers moving from traditional service methods to digital alternatives.
• Set migration targets and objectives for Digital LG & Champions to align with broader digital transformation goals.
• Develop and implement digital sales strategies that align with business growth aims, including creating focused sales plans for target customer segments and online channels.
• Analyze market trends and consumer behavior to continually refine digital sales tactics and boost platform performance.
• Organize educational sessions such as webinars and workshops to help customers understand digital tools and procedures.
• Discover new digital sales channels or improve existing ones to maximize revenue streams.
• Maintain digital platforms updated with current product details, pricing, and promotional offers to drive sales.
• Monitor and report progress of customer migrations to ensure schedules are met and issues promptly addressed.
• Optimize user experience across multiple digital platforms, including websites, mobile applications, and social media.
• Track customer experiences during migration to ensure ease and satisfaction, collecting feedback to identify challenges and areas for enhancement.
• Collaborate closely with IT, product development, customer service, and marketing teams to synchronize migration efforts, promotional campaigns, and technical support.
• Ensure that all migration activities adhere to security protocols and compliance with relevant regulatory standards concerning data protection.
• Lead and manage migration teams, including technical experts and project managers, fostering a cooperative and solution-focused workplace.
• Provide training and development opportunities to ensure staff are equipped to handle new technologies and systems post-migration.

Required Qualifications and Experience

• Bachelor’s degree in Digital Technology, Marketing, Finance, or related disciplines from an accredited institution.
• Minimum of three years’ relevant experience in telecommunications or financial services sectors.
• Experience in sales or marketing is advantageous.

Skills and Knowledge

• Proficiency in both English and Swahili languages, written and spoken.
• Strong analytical skills for data-driven decision making.
• Sales and marketing expertise to support digital sales growth.