Channel and Innovation lead – Digital Payments

Job Title: Channel and Innovation lead – Digital Payments

Employment type: Contract (On-site)

Contract length: 12 months

Location: Casablanca, Morocco

PURPOSE OF THE PROJECT

Orchestrate 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.