Digital client experience manager

OVERVIEWStandard Bank Group is a leading Africa-focused financial services group and an innovative player on the global stage. The organisation offers a variety of career opportunities and serves individuals, businesses, high-net-worth families, multinational corporations, and institutions.Standard Bank is passionate about creating growth in Africa by delivering meaningful value to its clients and the communities it serves.The Group invites applications from suitably qualified and experienced professionals for the position of Digital Client Experience Manager, based in Lilongwe, Malawi.JOB TYPE: Full TimeDate Posted: Friday, 6th November 2026Application Deadline: Not specifiedPOSITION: DIGITAL CLIENT EXPERIENCE MANAGERJOB SUMMARYThe Digital Client Experience Manager will lead the adoption and growth of the Bank's digital channels and payment solutions within the Business and Commercial Banking (BCB) business.The successful candidate will develop and deliver strategies that increase customer registrations, active usage, transaction volumes, and revenue. The role will use customer insights, market trends, and performance data to improve the digital customer experience, strengthen merchant engagement, and ensure that digital solutions are implemented effectively, securely, and profitably.DUTIES AND KEY RESPONSIBILITIESThe successful candidate will be responsible for:Developing and delivering the Bank's digital adoption and channel growth strategy, with clear targets for customer activation, usage, transaction growth, and revenue.Leading the growth and effective management of digital banking, card-acquiring, and merchant payment solutions.Using customer, merchant, competitor, and channel data to identify adoption barriers, market opportunities, and areas for improving the digital customer experience.Developing business cases, campaigns, and customer value propositions that support digital adoption, merchant acquisition, channel usage, and sustainable financial growth.Overseeing the end-to-end implementation and performance of digital and acquiring solutions, including customer onboarding, merchant processes, pricing, system readiness, service support, and vendor delivery.Monitoring channel performance, revenue, costs, customer retention, and campaign effectiveness.Taking corrective action where performance falls below expectations.Ensuring effective risk management, regulatory compliance, operational controls, governance, and service standards across all digital and acquiring activities.Leading and managing the team through clear performance goals, regular coaching, talent development, and employee engagement.Building the capabilities and accountability required to achieve digital adoption and business targets.