4 jobs in Equity Bank Limited
Senior Customer Experience Designer
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Job Description
The Senior Customer Experience Designer position supports the development of a holistic customer experience strategy that enables the delivery of positive, meaningful interactions across all customer touchpoints.
Responsible for developing and implementing the Group's customer journey mapping framework to guide mapping and optimizing the end-to-end customer journeys across various touchpoints and channels.
Influence design and prioritization decisions that enhance the customer experience through improvements in products, channels, processes, communications and 'moments that matter' interactions. This role is a key liaison with internal teams such as marketing, business development, product development, operations, finance, etc. to ensure that gaps in the customer experience—wherever they may occur in the journey—are plugged.
Key Accountabilities (Duties and Responsibilities)
Financial:
- Partner with departmental leadership to build an inclusive vision of the end-to-end customer journey that highlights each department's contribution to customer experience excellence. Includes Innovation and Growth teams that will develop solutions for existing customer pain points and drive consistent and synergistic experiences across various customer offerings.
- Develop and maintain effective relationships with key stakeholders to share best practice, drive consistency in resource planning and ensure timely delivery of projects.
- Ensure the long-term business strategy and the customer roadmap are fully aligned.
Products and Processes:
- Identify ideal customer profiles and leverage customer journeys to expose gaps in the customer experience across all touchpoints and across all customers' interactions, transactions, and engagements – from product activation to customer support and exit.
- Analyse and synthesize data to identify and apply key insights and trends from Voice of Customer (VOC) programs, customer complaint data, and primary / secondary research to inform the customer journey roadmaps.
- "Future State Ideation" design experience – facilitate cross-functional ideation sessions, develop future state experience maps, document experience improvements (e.g., capability gap assessment, identifying necessary initiatives and capabilities to bridge gaps), and validate maps and capabilities.
- Partner with Customer Research and Data and Analytics teams to drive an analytical understanding of what matters most to customers, utilizing both existing data and identifying opportunities for new data to better understand the experience across systems, channels and processes from a customer perspective.
Customer:
- Bring the customer to life through the creation of customer personas that identify customer interests, mind-sets and behaviours.
- Create an understanding around customer interactions during the different stages of the lifecycle through the visualization of customer personas and journey maps that capture touchpoints and highlight areas of friction.
- Capture customer pain points and identify gaps between the aspirational customer experience strategy and the reality of the customer journey.
Learning and growth:
- Continuously obtain training to improve relevant skills for delivery of Business Expectations
Ideal Job Specifications:
Academic:
- University Degree – Upper 2nd Class or equivalent.
Professional:
- Customer Journey Mapping certification
- Lean and/or Six Sigma certification or other recognized Business Process Improvement Methodologies.
- MS Office Tools (Word, Excel, PowerPoint, Project, Visio)
Desired work experience:
- 7+ of experience in Financial or Services industry handling customer experience, business development or product development roles
- 4+ years of experience in service design, user-centred design or process reengineering.
- High level of understanding of customer journeys, bank systems in the industry with practical experience in the use of CRMs and other Banking software
Ideal Job competencies
Technical Competencies
- Quality orientation to effectively define and review activities/tasks in a manner that consistently produces processes and procedures that support high quality of service.
- Knowledge and understanding of relevant products and services
- Excellent written and verbal communication skills coupled with good listening and critical reasoning skills.
- Technical skills to effectively perform and guide new system's testing/implementation activities and tasks in a manner that consistently achieves high quality standards or benchmarks
- Good understanding of financial services technology, processes and process improvement techniques
- Ability to create a sense of shared direction among disparate and diverse individual views with good persuasion skills to influence/convince others towards desired behaviour and change acceptance
- Leadership skills to effectively manage/lead a team and deputize for the team leader. Motivates and empowers others in order to reach organizational goals.
- Strategic thinking with a good understanding and application of commercial and financial principles and view of issues in terms of costs, profits, risks, markets and added value.
- Strong planning and organizing skills to effectively manage and deliver on multiple deliverables; organize and schedule events; activities and resources and set up/monitor timescales and plans
- Ability to plan and organize self and work in order to achieve objectives and targets and able to overcome obstacles and move forward
- Experience in the identification, assessment and management of project risks
- Effective training skills
Behavioural Competencies:
- Purposeful Collaboration to leverage the dependencies across the organization and create organization alignment for decision-making and delivery of quality outcomes
- Interpersonal skills to create and maintain relevant business networks; and to effectively communicate with and manage stakeholders who impact performance.
- Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
- Proactive, confident, energetic and able to work under pressure with a positive attitude; excellent interpersonal skills and good decision making skills
Group Head of Business Performance and Sales Excellence
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Job Description
Role Overview:
The Group Head of Business Performance and Sales Excellence is responsible for driving financial performance and sales growth across the group's presence markets. This role involves managing key performance indicators (KPIs) related to financial metrics, growth drivers, and sales team management. The position requires cultivating a culture of sales discipline to ensure the effective use of channels and minimize attrition.
Key Responsibilities:
Financial Performance Management:
- Oversee financial KPIs including gross revenue, cost management, and gross margin.
- Develop strategies to optimize financial performance and achieve revenue targets.
- Growth Drivers Management:
- Drive growth by increasing the number of merchants, agents, and cards issued.
- Promote the adoption of corporate platforms to enhance market penetration.
Sales Team Leadership:
- Manage sales teams across subsidiaries, ensuring alignment with overall business objectives.
- Foster a culture of sales discipline and accountability to maximize channel usage and minimize attrition.
Strategic Planning and Execution:
- Develop and implement strategic plans to achieve business performance and sales excellence.
- Monitor market trends and adjust strategies to stay competitive.
Stakeholder Engagement:
- Collaborate with key stakeholders, including international money transfer systems, governments, regulators, payment schemes, switches, merchants, and fintechs.
- Ensure strong relationships and alignment with stakeholders to drive business growth.
Performance Monitoring and Reporting:
- Track and analyse performance metrics to identify areas for improvement.
- Provide regular reports and updates to senior management on business performance and sales activities.
Skills and Qualifications:
- Financial Acumen: Strong understanding of financial metrics and performance management.
- Strategic Thinking: Ability to develop and implement long-term strategies for growth and performance.
- Leadership: Proven leadership skills to manage and develop sales teams across multiple markets.
- Communication: Excellent communication and interpersonal skills to engage with diverse stakeholders.
- Analytical Skills: Ability to analyse data and market trends to make informed decisions.
- Sales Excellence: Deep understanding of sales methodologies and best practices.
Desired Experience:
- Extensive experience in a similar role within the payments industry.
Group Business Operations Analyst
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As a Manager/Senior Manager – Group Business Operations Analyst, you will support the GCOO/GCEO Offices in executing strategic and operational initiatives across the Group. This includes providing in-depth financial and business analysis, identifying opportunities for staff productivity and efficiency, and supporting high-level stakeholder engagement. You will be expected to work closely with operating units' MDs, senior staff and other Group functions, driving actionable insights and supporting the execution of group-wide strategies.
Job Responsibilities
- Strategic Business Analysis: Support the GCOO/GCEO Offices in conducting business analysis to identify opportunities for staff productivity, Business analysis and performance enhancement across Group operations. Staff Productivity tracking (Ensure all staff have numerical KPIs in the system)
- Alignment of KPIs of staff (Numerical outcome tracking), Monthly Productivity reporting and System data alignment (Working with HR team) to ensure Performance Management system data is sat right.
- Set checks for how staff performance is tracked when they move branches, move subsidiaries, etc, Work with Tech teams to embed AI on performance & Productivity
- Requirement Gathering & Business Needs Analysis - Collaborate with senior teams across all departments to gather, analyze, and document business requirements for new products, process improvements, and digital solutions that support business growth.
- Project Management - Support planning, execution, and reporting on Group Operations projects.
- Modelling & Valuation: Develop, evaluate, and maintain robust models, including valuation models, scenario analyses, and profitability assessments to support key business decisions.
- Performance Analysis: Monitor and analyze performance of subsidiaries and Group entities, highlighting trends and insights to inform strategic planning and reporting.
- Problem Solving: Lead structured problem-solving initiatives to diagnose root causes, develop solutions, and deliver actionable recommendations across business and operational challenges.
- Presentation & Visualization: Prepare clear, insightful reports, dashboards, and presentations to communicate analysis and recommendations to senior management and external parties.
- Cross-functional Collaboration: Work collaboratively across business units and workstreams to support implementation of strategic initiatives, tracking progress and ensuring alignment with Group priorities.
- Issue & Risk Management - Track and manage to closure of issues related to audit findings, operational risks, portfolio quality, and customer experience within the Group Operations functions.
Qualifications and Experience
- Bachelor's degree in Business, Science, Mathematics, Finance, Economics or related field; a professional qualification (e.g., CFA, CPA, ACCA) is an advantage.
- At least 7 years' experience in business analysis, Operations, Human Resources, or financial consulting.
- Proven strength in structured problem solving, critical thinking, and solution execution across complex business issues.
- Understanding of finance, valuation methodologies, and financial modelling.
- Experience in due diligence, strategic planning, and performance improvement initiatives.
- Exceptional proficiency in Microsoft Excel and PowerPoint; familiarity with data visualization tools (e.g., Power BI, Tableau) is highly desirable.
- Strong verbal and written communication skills; ability to influence senior stakeholders.
- Excellent project management capabilities and ability to manage multiple concurrent priorities.
Group Director, Sustainability
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About the Equity Group
Equity provides inclusive Financial Services that transform livelihoods, give dignity, and expand opportunities for wealth creation. We offer integrated financial services that socially and economically empower consumers, businesses, and communities.
Role Purpose
Our Environmental, Social and Governance (ESG) strategy is an integral part of our Business Strategy. As the Group Sustainability Director, you will be responsible for leading the Equity Group's strategic efforts to ensure a sustainable and responsible approach to business operations and activities across all areas of the organisation. This role involves developing and managing the sustainability strategy and initiatives, as well as overseeing and reporting on the progress made towards meeting corporate and social responsibility objectives.
You will provide strategic though leadership on the organisation's efforts to reduce its environmental impact and to meet the commitments it has made in relation to carbon, energy, water and waste reduction. This role will involve working closely with external partners and stakeholders to ensure the organisation is meeting its obligations through integrated ESG Frameworks.
Job Responsibilities
- Develop and implement a strategic sustainability plan aligned with the company's mission and values.
- Lead the identification, evaluation, and implementation of sustainability initiatives across various areas (e.g., energy efficiency, waste reduction, resource conservation, supply chain sustainability).
- Conduct life cycle assessments and environmental audits to identify areas for improvement.
- Develop and implement sustainability policies, processes, and procedures as well as sustainability communication plans.
- Set measurable sustainability goals and objectives, and track progress towards achieving them.
- Oversee compliance with relevant environmental regulations and reporting requirements.
- with cross-functional teams (operations, supply chain, facilities) to integrate sustainability practices into core business processes.
- Manage and allocate the sustainability budget effectively.
- Foster a culture of sustainability by raising awareness, engaging employees, and promoting behavioral change.
- Represent the company on sustainability initiatives and collaborate with external stakeholders, Customers, partners and investors.
- Stay current on emerging trends and best practices in sustainability.
Qualifications and Experience
- Bachelor degree in Environmental Science, Sustainability, Engineering, or a related field plus a relevant master's degree.
- The successful candidate will be an experienced leader, with a minimum of 10 years proven track record of working in sustainability and corporate social responsibility.
- Excellent communication and interpersonal skills and the ability to build relationships with internal and external stakeholders.
- A proactive individual with an ability to think strategically, develop and implement sustainable solutions.
- Strong understanding of key sustainability principles and frameworks (e.g., circular economy, carbon foot printing, LEED certification).
- Excellent analytical and problem-solving skills.
- Experience in project management and budget control.