Growth Lead, Consumer

NCBA Bank Kenya Plc is a financial institution whose Digital Business manages the MSL portfolio, including M-Shwari and Fuliza, offering consumer credit and savings solutions to support daily financial needs.

The Growth Lead, Consumer Proposition, is a senior commercial position within NCBA Digital Business, which manages the M-Shwari and Fuliza portfolios. This role is tasked with developing and implementing the growth strategy for the consumer portfolio, encompassing both lending and savings products. The incumbent will oversee performance metrics related to customer acquisition, engagement, retention, and monetization, providing leadership to cross-functional teams to execute key initiatives. The role holds full commercial accountability for the consumer portfolio's P&L, including revenue, costs, and profitability, supported by detailed budgeting, forecasting, and performance governance. It involves collaborating with product, risk, finance, operations, and data teams to enhance customer experience, optimize portfolio performance, and ensure sustainable returns, while also communicating performance narratives to senior management. This position requires strategic leadership and commercial direction, setting priorities, defining success metrics, and ensuring disciplined execution through established operating rhythms and governance. The role is also responsible for translating strategic goals into business cases, initiatives, and delivery roadmaps, proactively managing trade-offs to safeguard customer value, portfolio quality, and profitability.

1. Own the P&L for the consumer portfolio, ensuring revenue, costs, and profitability align with approved budgets.
2. Lead annual and quarterly planning processes, including budgeting, forecasting, and scenario analysis.
3. Drive profitability by optimizing pricing, product performance, customer value, and cost efficiency through prioritized initiatives.
4. Sponsor and govern the investment roadmap, ensuring disciplined spending and measurable returns.
5. Manage performance reporting, translating results into actionable insights and escalating significant variances.
6. Develop and present business cases to senior forums, taking accountability for approved outcomes.
7. Lead the customer growth agenda, covering acquisition, onboarding, activation, engagement, retention, and reactivation.
8. Establish customer goals and success metrics, ensuring initiatives are prioritized and tracked effectively.
9. Improve customer experience through research, analytics, and structured testing to boost conversion and satisfaction.
10. Develop proposition enhancements that increase customer value while maintaining responsible outcomes.
11. Build and maintain strategic relationships to support growth and consistent service delivery.
12. Represent customer interests in cross-functional forums, providing performance narratives and advocating for necessary changes.
13. Establish a clear growth operating rhythm for planning, prioritization, execution, and performance review.
14. Lead cross-functional delivery of priority initiatives, actively managing timelines, dependencies, and outcomes.
15. Collaborate with risk, credit, and compliance teams to ensure initiatives meet governance requirements.
16. Drive continuous improvement by identifying issues, quantifying their impact, and sponsoring corrective actions.
17. Ensure decisions are supported by clear analysis, with risks and trade-offs documented and communicated.
18. Coordinate across product, technology, data, finance, and operations to deliver a cohesive commercial roadmap.
19. Lead, coach, and develop a high-performing team with clear priorities, standards, and accountability.
20. Build capabilities in growth management, analytics-driven decision-making, and disciplined execution.
21. Foster a culture of innovation and structured experimentation, ensuring learnings are documented and scaled.
22. Develop succession depth through mentoring, performance management, and targeted development plans.
23. Stay informed about market trends, translating insights into actionable portfolio strategies.
24. Contribute thought leadership to shape strategy and strengthen commercial discipline across the business.

1. Hold a University Degree in Business, Commerce, Finance, Economics, Computer Science, or a related field.
2. An MBA or Master’s degree in a business field is desirable.
3. Customer Growth Management Nano Degree Certification is an added advantage.
4. Digital Marketing Nano Degree Certification is desirable.
5. Possess at least 8 years of work experience.
6. Have a minimum of three years in a senior commercial management role within a Fintech, Bank, or Telecommunications organization.
7. Direct experience in consumer lending, digital credit, or retail financial services growth is required.