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.