Group Head Customer Strategy, Products & Growth

Job Title: Group Head Customer Strategy, Products & Transformation

Job Objective:

The Group Head – Customer Strategy, Products & Transformation will be responsible for leading the Bank’s enterprise-wide customer strategy and transformation agenda. The role focuses on customer-centric growth through product development and lifecycle management, customer experience enhancement, innovation initiatives, business analytics, loyalty management, and strategic partnerships, while ensuring alignment with the Bank’s revenue, profitability, and policy objectives.

Job Specification

Qualification: Minimum Bachelor’s Degree from an HEC-recognized or reputable foreign institution, Master’s degree will be an added advantage

Experience: Minimum 10 years of post-qualification experience in a bank or financial institution, At least 5 years in a senior management or leadership role

Competencies/Skills: Strong Strategic Thinking, business acumen, and leadership skills. Experience in Portfolio Management, Product Strategy & Execution, Marketing Insights. Excellent Analytical, Communication, Presentation & Problem-Solving skills.

Duties & Responsibilities:

Customer & Product Strategy

• Develop and execute an enterprise-wide customer and product growth strategy aligned with the Bank’s revenue and profitability objectives.
• Oversee product research, development, rollout, and lifecycle management, including positioning and pricing strategies.
• Provide strategic input on market entry, product positioning, and pricing decisions.

Customer Experience & Transformation

• Lead strategic planning and execution of customer experience transformation initiatives.
• Ensure delivery of a seamless, consistent, and high-quality customer experience across all channels and touchpoints.
• Design and implement customer loyalty programs, rewards structures, and engagement initiatives.
• Innovation & Strategic Alliances
• Drive innovation initiatives, including pilot programs and prototype testing for future growth areas.
• Build and manage strategic alliances and partnerships with fintechs and other relevant stakeholders to create business synergies.

Market Research & Insights

• Lead market research, competitor analysis, customer behavioral studies, and trend monitoring to support strategic decision-making.
• Translate insights into actionable recommendations for business growth and product enhancement.
• Sales Strategy & Enablement
• Develop sales strategies for Branch Banking and digital channels based on customer insights and market potential.
• Partner with business units to define sales targets, KPIs, incentive structures, and performance management frameworks.
• Enhance productivity through sales promotion campaigns and market activation initiatives.
• Support field and frontline teams through product knowledge and training initiatives.

Business Analytics & Performance Management

• Establish and oversee a robust analytics framework to support data-driven decision-making.
• Utilize performance dashboards, predictive analytics, and revenue insights to track business outcomes and support management decisions.

Reports to : Chief Executive Officer (CEO)

Reportees : Product Development, Customer Experience, Business Analytics, Market Research & New Business

Job Type: Full-time

Pay: Rs900,000.00 - Rs1,000,000.00 per month

Work Location: In person