Product Officer – Digital Lending

JOB PURPOSE

The Product officer – Digital Lending is responsible for supporting the design, rollout, and performance management of the Bank’s digital lending products. The role involves coordinating product lifecycle activities, monitoring performance metrics, analyzing customer and portfolio data, and ensuring seamless integration with key partners and channels.
The position also ensures compliance with internal processes, supports enhancement initiatives, and contributes to innovation within the digital lending ecosystem to improve customer access, efficiency, and profitability. 

KEY RESPONSIBILTIES 

• Product Development
• Product Growth
• Risk Compliance and reporting
• System testing and Revenue Assurance
• Customer Experience

Product Development

• Develop a compelling value propositions within the Digital Lending space by understanding the target customer’s needs, pains, and desired gains to guide product development.
• Document and Maintain product programs that include processes, procedures, customer journeys, customer experience standards, all geared towards driving a suite of scalable and profitable products.
• track product performance metrics and customer feedback to refine and improve product offerings.
• Oversee the entire product lifecycle, from concept through launch and beyond, ensuring continuous improvement and alignment with market needs.
• Conduct market trend analysis and competitive research to drive innovation in the digital lending space, enhancing customer experience on digital platforms.
• Asses the market dynamics and the competitive landscape to identify risks and opportunities for the digital lending portfolio.

Product Growth

• Create a comprehensive product marketing and Go-To-Market strategies for new launches and year-round campaigns to drive product adoption and growth.
• Execute marketing campaigns and promotional plans to drive product adoption and growth of digital lending products.
• Analyze and utilize targeted campaign data for various digital lending products, optimizing campaign effectiveness.
• Analyze market trends and competitor activities to inform product positioning and adjust growth strategies accordingly.
• Monitor key performance indicators (KPIs) related to product growth and campaign effectiveness, making data-driven decisions to drive continuous improvement.
• Identify and assess gaps in product knowledge, and provide targeted training and resources to bridge these gaps effectively
• Organize training sessions for new digital lending products and systems, ensuring effective knowledge transfer to bank staff to ensure product uptake.
• Collaborate with sales teams to develop cross-functional strategies that drive product adoption and increase revenue.

Risk Compliance and reporting

• Monitor and report on risks associated with digital lending products, ensuring compliance with regulatory requirements and industry standards.
• Maintain Product documents such as risk registers and business continuity plans, Procedure manuals updating them regularly and submitting reports as required.
• Prepare executive-level reports and presentations on digital lending performance, highlighting key metrics, trends, and strategic initiatives.
• Prepare ad hoc reports to assist the team and management in making informed business decisions, contributing to proactive and data-driven decision-making.
• Ensure products comply with relevant regulations and industry standards, addressing any compliance issues that arise.

System testing and Revenue Assurance

• System User Acceptance Testing of Digital Lending System products before going live.
• Regression testing of DLS system after deployments to identify bugs.
• Periodic System testing to ensure policy and system rules are working as expected.
• Perform periodic system sanity checks on loan transactions.
• Revenue assurance to validate that all products fees and commissions are collected as per approved terms.
• Implement key performance indicators (KPIs) to track revenue generation and monitor performance against targets.

Customer Experience

• Analyze customer feedback, complaint logs, and repayment trends to identify recurring issues affecting satisfaction or usability, and recommend product or process enhancements to address them.
• Collaborate with Technology, Operations, and Customer Service teams to implement UX improvements, streamline the loan application and repayment process, and reduce turnaround times.
• Leverage transaction and behavioral data to personalize loan offers, improve credit limit allocation, and ensure fair and transparent pricing aligned with customer behavior.
• Monitor customer journey metrics (e.g., drop-off points, approval delays, repayment friction) and drive initiatives that enhance accessibility, clarity, and user confidence.
• Collect and interpret customer feedback from surveys, support tickets, and contact center interactions, then translate insights into actionable recommendations for product refinement and service quality improvement.
• Track and measure the impact of implemented improvements using KPIs such as Net Promoter Score (NPS), customer retention, and repeat borrowing rate.

DECISION MAKING AUTHORITY

• Decide which market segments or customer groups to target based on their needs and the product’s strengths. 
• Plan the product launch strategy, including timing, key messages, and initial marketing efforts to ensure a successful market introduction.
• Determine which promotional activities or events will best support product awareness and customer engagement.

ACADEMIC BACKGROUND

• University Degree in Bachelor of commerce (Finance or Accounting) or other relevant Business Degree
• Master’s degree will be an added advantage

WORK EXPERIENCE

• 2-3  years in product management, digital lending, or fintech operations.
• Experience in banking regional delivery, with extensive knowledge in digital Banking.

SKILLS & COMPETENCIES

• Strong understanding of digital lending products, customer segments, and partner ecosystems.
• Customer Centric with the ability to offer customers to a different channel based on their channel of choice.
• Excellent understanding of competitor market trends on Channel lending
• Solid knowledge of banking processes, credit workflows, and financial products.
• Analytical mindset with ability to interpret data and translate it into product decisions.
• Strong organizational and coordination skills with attention to detail.
• Excellent communication, interpersonal, and stakeholder management skills.
• Understanding of CBK guidelines, data protection, and compliance frameworks in digital lending.

PROFESSIONAL CERTIFICATION

Desirable to have:

• Bachelor’s degree in Business, Economics, Finance, Computer Science, or a related discipline from a recognized university.
• Project Management