Growth Lead, Consumer at NCBA Group

Job Description

Job Purpose Statement

NCBA Digital Business manages the MSL portfolio, including M-Shwari and Fuliza. The portfolio brings together consumer credit and savings solutions that support customers’ day-to-day financial needs.

The Growth Lead, Consumer Proposition is a senior commercial role responsible for defining and delivering the growth strategy for the consumer portfolio across lending and savings. The role owns performance outcomes across acquisition, engagement, retention, and monetisation, and provides leadership across cross-functional teams to execute priority initiatives.

The role carries end-to-end commercial accountability for the consumer portfolio, including P&L performance (revenue, costs, and profitability), supported by rigorous budgeting, forecasting, and performance governance. It partners with product, risk, finance, operations, and data leadership to optimise customer experience, portfolio performance, and sustainable returns, and to provide clear performance narratives to senior management.

This role provides strategic leadership and commercial direction across the portfolio, setting priorities, defining measurable success metrics, and ensuring disciplined execution through a clear operating rhythm and governance forums. It is accountable for translating strategy into business cases, initiatives, and delivery roadmaps, and for proactively managing trade-offs to protect customer value, portfolio quality, and profitability.

Key Accountabilities (Duties and Responsibilities)

Financial (40%)

• Own the P&L portfolio, accountable for revenue, costs, and profitability against approved budgets.
• Lead annual and quarterly planning, including budgeting, forecasting, and scenario analysis.
• Drive profitability levers — pricing, product performance, customer value, and cost efficiency — through prioritised initiatives.
• Sponsor and govern the investment roadmap, ensuring disciplined spend and measurable returns.
• Own performance reporting, translating results into actions and escalating material variances.
• Develop and present business cases to senior forums, remaining accountable for approved outcomes.

Customer (30%)

• Own the customer growth agenda across acquisition, onboarding, activation, engagement, retention, and reactivation.
• Set customer goals and success metrics, ensuring initiatives are prioritised and tracked accordingly.
• Lead experience improvements through research, analytics, and structured testing to drive conversion and satisfaction.
• Develop proposition enhancements that improve customer value while maintaining responsible outcomes.
• Build and maintain strategic relationships supporting growth and consistent service delivery.
• Represent the customer in cross-functional forums, providing performance narratives and advocating for change.

Internal Business Processes (10%)

• Establish a clear growth operating rhythm across planning, prioritisation, execution, and performance review.
• Lead cross-functional delivery of priority initiatives, actively managing timelines, dependencies, and outcomes.
• Partner with risk, credit, and compliance teams to ensure initiatives meet governance requirements.
• Drive continuous improvement by identifying issues, quantifying impact, and sponsoring corrective actions.
• Ensure decisions are backed by clear analysis with risks and trade-offs documented and communicated.
• Coordinate across product, technology, data, finance, and operations to deliver an aligned commercial roadmap.

Learning & Growth (20%)

• Lead, coach, and develop a high-performing team with clear priorities, standards, and accountability.
• Build capability in growth management, analytics-driven decision-making, and disciplined execution.
• Foster a culture of innovation and structured experimentation, ensuring learnings are documented and scaled.
• Develop succession depth through mentoring, performance management, and targeted development plans.
• Stay current on market trends, translating insights into portfolio actions.
• Contribute thought leadership to shape strategy and strengthen commercial discipline across the business.

Job Specifications

Academic Qualifications

• University Degree in Business, Commerce, Finance, Economics, Computer Science, or related field.
• MBA or Master’s degree in a business field is desirable.
• Customer Growth Management Nano Degree Certification is an added advantage.
• Digital Marketing Nano Degree Certification is desirable.

Work Experience

At least 8 years of work experience, three of which should have been in a senior commercial management role within a Fintech, Bank, or Telecommunications organisation, with direct experience in consumer lending, digital credit, or retail financial services growth.