Direct Digital Client Engagement Lead MMH250502-2

Role Purpose

Accountable for the strategic direction and implementation of direct-to-client digital channels/platforms for Momentum Retail and other key product units to achieve long-term digitally active ambitions for clients. This role aligns with our Advisor Engagement strategies to deliver on our overall Advice Strategy. The individual and team will ensure that the digital direct-to-client ambitions and requirements of various product and business units are clearly defined and understood, matched with innovative channel and engagement features, and delivered in a manner that meets the needs of clients, business units, and the Group as a whole. Additionally, the role will advise other non-Momentum Retail branded business units on their direct-to-client engagements, ensuring that best practices and capabilities are leveraged across our Group.

Requirements

Experience and Knowledge:

• Bachelor’s degree in Information Technology or similar is a minimum requirement
• Honours degree preferred
• 8-10 years of experience in client relationship management, consulting, and related fields
• 5-7 years of management experience in the financial services industry
• In depth knowledge of financial services, healthcare financing, and administration .
• In depth knowledge of customer experience management, client satisfaction measurement, and service improvement methodologies
  
  

Key Skills

• Strategic Leadership in Mobile & Online Banking: Proven ability to define, execute, and manage global digital strategies for mobile and online banking, including convergence of apps and platforms.
• Hyper-Personalization & UX/UI Excellence: Successfully implemented hyper-personalized client experiences through AI-driven Conversational Banking, recognized by leading industry bodies.
• Agile Methodologies & Digital Adoption: Expertise in leveraging agile methodologies to drive product development and adoption
• Vendor & Stakeholder Management: Led relationships with strategic partners and third-party vendors, collaborating with solution architects to align platform capabilities with business needs.
• Large-Scale Portfolio & Budget Management: Experience managing large-scale digital portfolios, ensuring regulatory compliance and balancing user needs with business objectives
• Client-Centric & Data-Driven Approach: Strong track record of using data and insights to influence product decisions, driving client engagement through user-centric digital solutions
• Digital Transformation Expertise: Championed digital transformation strategies focused on client behavior and platform adoption
• Strategic Leadership and Communication: Led a resolute team in crafting a world-class product, owning both the business and product vision
  
  

Duties and Responsibilities

• Develop and implement an aligned and integrated direct-to-client digital strategy and execution plan, considering the needs of various client segments, distribution channels, and product units, which are signed off by Business Units.
• Identify non-product features and capabilities required to achieve digitally active engagement targets with clients, leveraging global innovation insights
• Develop technical and data architectures needed to deliver on next-generation platforms, including delivery roadmaps, selection of appropriate partners, and agreements on business cases, performance targets, and budgets
• Execute the strategy with appropriate channel operating models across key channels, ensuring clear alignment across all business units in terms of expectations and target achievement
• Provide ongoing thought leadership around all aspects of direct-to-client digital engagement, including local and international competitor assessment, and continuously mature the design and delivery of digital capabilities to achieve leading client experience outcomes. Client:
• Build and maintain relationships with clients and stakeholders that promote cross-delivery practice solutions
• Engage with key internal and external stakeholders to identify changing client needs and make recommendations to align service offerings with client needs
• Manage a client service excellence culture that builds enduring relationships and allows the team to provide exceptional client service
• Monitor and evaluate delivery on service level agreements made with clients to ensure client expectations are managed
• Provide authoritative expertise and advice to clients and stakeholders, offering valuable insights and guidance to support their needs and objectives
  
  

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