Manager – Digital Engagement & Gamification at KCB Bank Kenya

KEY RESPONSIBILITIES: 

• Design and implement gamification strategies: Create and manage immersive digital experiences by incorporating gamification elements such as leaderboards, badges, challenges, and progress tracking systems, along with lifestyle strategies, to drive user engagement and encourage desired behaviors.
• Implement and manage loyalty and reward schemes: Develop, implement, and manage loyalty and reward systems, as well as lifestyle-focused programs, tailored to our customers' personal interests and financial goals to drive retention and user engagement with our digital products. Create and oversee personalized rewards and incentive schemes for customers, merchants, and partners, based on individual preferences to drive desired behaviors.
• Forge and manage strategic partnerships: Develop partnerships with key partners and gamification service providers to enhance the bank's lifestyle offerings and manage the creation of interactive experiences, challenges, and competitions that align with digital business growth goals and objectives and partner loyalty programs.
• Cross-functional collaboration: Working closely with departments to integrate loyalty programs and game mechanics into various aspects of digital products and platforms.
• Drive digital products adoption and engagement: Develop and execute strategies to encourage customers, merchants, and partners to adopt and engage on our digital platforms increasing activity and usage.
• Leverage data driven insights: Collect and analyze customer lifecycle data, program performance, and user feedback to monitor engagement and behavioral patterns. Use these insights to continuously optimize gamification strategies, lifestyle programs, and loyalty rewards, ensuring they remain user-centric, effective, and aligned with customer expectations to drive retention, engagement, and growth.
• Training and support: Providing guidance, training, and support to partners, and stakeholders on how to effectively utilize and participate in the loyalty and lifestyle programs within the KCB digital ecosystem including the mini-app programs.
• Monitoring industry trends: Staying informed about the latest trends and advancements in digital platforms, loyalty mechanisms, gamification, lifestyle -programs, and customer engagement to ensure the bank remains competitive and innovative. 
• Communicating results and progress: Report on the effectiveness and impact of digital gamification efforts and lifestyle initiatives using key performance indicators to key stakeholders, including management and partner program executives. 
• Ensuring compliance and ethics: Adhere to relevant regulations, policies, and ethical guidelines in the design and implementation of gamification strategies and lifestyle programs, particularly regarding data protection, data privacy and fairness.

FUNCTIONAL COMPENTENCIES / KEY SUCCESS FACTORS FOR THE ROLE 

• Customer obsession – possess a deep understanding of customer needs, behavior, and the ability to design personalized experiences that drive engagement and loyalty.
• Analytical and data driven decision making – able to source, manipulate and analyze massive data sets from various sources, digest this data complexity & churn out insights that lead to solutions and an ability communicate that in a clear and concise manner
• Problem solving – above average cognitive ability, able to join dots across diverse data sets and give meaning to complex issues and drive creative solutions
• Tech savvy – understands technology and is a digital native 
• Good understanding of (Human-Centered Design) HCD, experience and design principles with a key eye for detail and a passion for creating user-centric experiences
• Collaborative spirit – Strong team player with ability to work effectively in a collaborative, cross functional environment 
• Ability to perform under pressure and deliver results against odds
• Strong communicator – Excellent communication and presentation skills, capable of conveying complex design concepts to diverse audiences 
• Listens effectively and guides with empathy and care
• Exhibits emotional intelligence essentials 

The successful candidate should have the following:

• A Bachelor’s degree from a recognized university
• Professional certification will be an added advantage.
• At least five years in managerial experience in digital engagement & gamification and digital products & platforms
• At least three years relevant work experience with specific experience in:
  • merchant/partner management
  • digital customer engagement
  •  loyalty and rewards programs
  • gamification engines 
  • customer lifecycle management 
  • fintech/ digital financial services
  • data analytics and business intelligence
  • service design, user experience and customer journeys optimization
  • digital marketing / product management
  • driving revenue growth and commercial acumen