Job Summary

To provide specialist advice and support in the development and implementation of product development, planning and associated service delivery processes, methods and techniques; enabling the provision of sound product development expertise.

Job Description

Job Purpose:

The role is accountable for driving sustainable revenue growth, active customer penetration, and lifetime value across Retail and Business Banking by:

• Owning the end-to-end transactional banking franchise (Payments, Branch-led transactions & FX-led transactions).
• Leading Customer Value Management (CVM) strategy across acquisition, activation, engagement, retention, and monetization.
• Translating customer behavior and data into commercial outcomes, while ensuring regulatory, risk, and operational resilience.

The role combines P&L ownership, customer lifecycle leadership, and data-driven execution to scale active customers and transaction intensity.

Key Accountabilities

Transactional Banking Strategy & P&L Ownership (20%)

• Own and deliver the transactional banking revenue and profitability targets, including Account services, Payments (domestic, cross-border, & Value-Added Services), Cash management & Transaction-led FX
• Define and execute a multi-year transactional banking growth strategy aligned to Retail & Business Banking objectives.
• Drive transactional primacy by positioning the bank as the customer’s main operating account.
• Continuously optimize product economics, margins, and cost-to-serve.
• Own the strategic partnerships agenda for Transactional Banking and CVM, with clear accountability for value creation, revenue impact, and customer adoption.
• Own transactional bundles, pricing tiers, and related value propositions.
• Align transactional propositions to customer life-stage, business maturity, and usage behavior.
• Ensure transactional propositions integrate seamlessly with lending, savings, insurance, and investment.

Customer Value Management (CVM) Leadership (15%)

• Own the CVM framework across the full customer lifecycle: Acquisition, Onboarding & activation, Usage growth, Retention & reactivation, and Value deepening
• Define and manage Key Value Drivers (KVDs) such as: Net Active Customers, Digital Actives, Transaction frequency & value, Product holding, Dormancy and churn
• Design and govern Always-On CVM programmes, event-based triggers, and segment-specific plays.
• Ensure CVM execution is measurable, prioritized, and commercially justified.
• Lead customer segmentation across Retail and Business Banking (e.g. mass, affluent, SMEs), leveraging advanced analytics to segment the customer base and predict behaviors, preferences, and needs.
• Design and manage cross-segment loyalty programs that increase customer retention and incentivize repeat engagement.
• Optimize customer onboarding, activation, and retention through tailored engagement strategies.
• Increase cross-product holdings and product usage over time through lifecycle management.
• Implement churn management programs to retain customers and win back lost clients.
• Drive long-term relationships by offering proactive solutions that fit customer needs.

Data, Analytics & Insights (10%)

• Champion a data-led operating model for transactional banking and CVM, leveraging targeted campaigns to increase product penetration and maximize customer lifetime value.
• Work with Data & Analytics teams to:
• Define standardized CVM metrics and dashboards
• Enable near-real-time performance tracking
• Translate insights into targeted actions
• Use behavioral data to inform: Pricing, Campaign design, Channels optimization, Fraud and risk mitigation decisions (in partnership with Risk)
• Use data-driven insights to identify cross-sell and upsell opportunities across the customer base.
• Work with the Product Data to gather actionable insights to inform decision-making.
• Continuously monitor customer feedback, behavior, and trends to refine the overall customer engagement approach.
• Use retention data to proactively engage at-risk customers and prevent churn.
• Provide regular reports on customer metrics and engagement outcomes to segment heads, product owners and management teams.

Digital & Channel Enablement (15%)

• Drive growth of digital transactional journeys (app, online, USSD).
• Increase self-service adoption while reducing manual and branch-dependent processes.
• Partner with Technology and Operations too:
  • Modernize transactional platforms
  • Improve reliability, uptime, and scalability
  • Support straight-through processing where feasible
• Continuously innovate to enhance digital product offerings based on customer feedback and evolving needs.
• Collaborate with IT and digital teams to improve user interfaces and remove friction points in digital banking.
• Track and drive adoption rates for digital products, ensuring key performance indicators (KPIs) are met.
• Ensure that digital onboarding is seamless, efficient, and customer centric.

Pricing, Commercialization & Revenue Assurance (20%)

• Own transactional pricing strategy, discount frameworks, and commercial guardrails.
• Ensure pricing is, Competitive, Risk-adjusted, Margin-protective
• Govern revenue leakage management, fee integrity, and pricing compliance.
• Lead commercial approvals for transactional deals within delegated authority.
• Use data to drive personalized offers and customer engagement strategies that maximize value generation and customer retention.
• Identify, evaluate, and prioritize payment, platform, fintech, ecosystem, and enterprise partners that accelerate, Transaction volume and velocity, Customer acquisition and activation and new use-cases across retail and business segments

Risk, Compliance & Operational Resilience (10%)

• Ensure all transactional and CVM activities comply with:
  • Central bank prudential guidelines
  • AML/CFT and financial crime controls
  • Data protection and consumer protection regulations
• Partner with Risk, Compliance, and Fraud teams to, balance growth with control and introduce intelligent controls within the transactional banking & customer value management domains.
• Accountable for operational resilience of transactional services, including incident response and remediation.
• Continuously assesses improvements for related processes and procedures relating to transactional banking and CVM.
• Owns the internal risk management and compliance activities to manage open risks, known management issues and audit findings.

Stakeholder & People Leadership (10%)

• Set clear performance goals for team members and ensure accountability for results.
• Act as a single point of accountability for transactional banking and CVM strategy execution across:
  • Distribution (Branches, RMs, Workplace Banking)
  • Marketing
  • Technology & Operations
  • Finance
  • Risk & Compliance
• Build and lead a high-performance team with strong commercial, analytical, and execution capability.
• Embed a culture of commercial discipline, customer centricity, and data-driven decision making.
• Facilitate training and development for team members to enhance skills and ensure continuous improvement.
• Foster a collaborative and innovative environment to encourage customer-focused strategies for the transactional banking and CVM function.

Preferred Qualification

• Bachelor’s degree in business, Finance, Economics, or related field
• Postgraduate qualification (MBA or equivalent) preferred

Preferred Experience

• 5 to 10 years’ experience in transactional banking, payments, or retail/business banking.
• Proven P&L ownership and delivery in a complex banking environment.
• Demonstrated leadership in CVM, analytics-driven growth, or customer lifecycle management.
• Strong understanding of payments, cash management, and transaction-led FX.
• Experience working with regulators and managing risk-intensive products.

Knowledge and Skills

• Knowledge and skills for the role include, expert-level understanding of transactional banking (payments, cash management, digital channels and transaction-led FX) and Customer Value Management (end-to-end lifecycle design, KVDs, triggers, and always-on execution), supported by strong P&L ownership, pricing and commercial structuring, and the ability to originate and govern strategic partnerships and commercial initiatives that deliver measurable revenue and customer outcomes.
• The role requires advanced capability in applying data and analytics to decision-making, together with sound regulatory, risk, and operational resilience understanding.
• Behaviorally, the role demands senior leadership presence, commercial drive, stakeholder influence, customer-centric judgement, accountability, and the ability to lead change at pace.
• Cognitively, it requires strategic and systems thinking, strong analytical reasoning, and high-quality decision-making with disciplined commercial judgement in complex, regulated environments.