Demonstrate a strong understanding of digital channels technical operations and support
Strong skills in hypothesis generation, data identification, statistics and testing principles
Very good command of both written and spoken English
Conduct business process reviews to identify, document, and classify process-related pain points with likely technology levers for prioritization based on impact potential (e.g., revenue impact, service quality consequences, cost implications)
Develop scenarios and success criteria for user experience testing
Lead UAT testing as needed for new features and functionality.
Keep track of customers’ issues and oversee their prompt resolution.
Continuously analyze user requirements to develop and provide solutions
Ensure timely delivery of reporting and insights, and build user-friendly answers to basic questions
Create a baseline understanding of the digital user experience performance and build a process to streamline measurement
Ensure compliance of SLAs
Continual Service Improvement by recommending upgrades or changes to the digital channels for increased performance and business benefits
Develop Business Continuity plans for the digital channels
Ensure (new and existing) branches and contact center users are effectively trained and confident in using digital applications
Deliver new starter training for all digital applications
Proactively monitor incidents and requests to improve service levels, work flows and training materials
Act as the first point of contact for all internal enquiries
Portfolio management, measurement, and reporting track, measure, and report on all activity across the digital channels.
Work closely with the back office team to continually track and communicate health and risk in this area.
Perform other duties and projects as assigned
Upload your CV
Sign up to our newsletter to stay up-to-date on the latest fintech news and events.