Job Title: Channel and Innovation lead – Digital Payments
Employment type: Contract (On-site)
Contract length: 12 months
Location: Casablanca, Morocco
PURPOSE OF THE PROJECTOrchestrate 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:
- * Bachelor's degree in Finance, Economics, Business Administration, Computer Science, Information Technology, or a related field (Master's 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.
