Manager, Digital Channels Business Partner

CAREER OPORTUNITIES AT EQUITY BANK.

Equity Bank is one of the region’s leading Banks whose purpose is to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern, inclusive financial services that maximize their opportunities. With a strong footprint in Rwanda, Kenya, Uganda, Tanzania, DRC and South Sudan, Equity Bank is home to more than 20 million customers – the largest customer base in Africa. Currently Equity Bank Rwanda is seeking additional talent to serve in the following role:

MANAGER, DIGITAL CHANNELS BUSINESS PARTNER

Job Title: Manager, Digital Channels Business Partner

Reports to: Senior Manager, Customer Experience

Department: Customer Experience

Grade: Manager

Location: Head Office – Equity Bank Rwanda Plc.

Job Purpose

The Manager, Digital Channels Business Partner is responsible for driving and ensuring service excellence across all digital channels and supporting departments. This role involves partnering with digital channel owners and internal departments to optimize the customer experience across mobile banking, internet banking, USSD, social media, chatbots, and other digital touchpoints. The Manager will be accountable for monitoring digital customer engagement, implementing initiatives to improve digital adoption and self-service resolution rates, and managing quality assurance across all digital interactions. Additionally, the role involves ensuring that digital channel interfaces and service journeys are continuously improved to meet evolving customer expectations.

Key Responsibilities and Accountabilities

• Oversee and maintain high-quality service standards across all digital channels (mobile banking, internet banking, USSD, social media, chatbots, email, and WhatsApp), ensuring consistency and alignment with the bank’s overall CX strategy.
• Partner with digital channel owners and internal departments (IT, Payments, Operations, Cards, Treasury, Trade Finance, etc.) to identify customer pain points, drive service improvements, and ensure seamless end-to-end digital customer journeys.
• Lead the recruitment, training, and development of customer experience teams supporting digital channels, ensuring they are equipped with the skills and knowledge to handle digital-first customer interactions and meet performance targets.
• Conduct regular audits of digital channel interactions and departmental service delivery, implementing quality assurance processes to ensure compliance with CX guidelines, SLAs, and service standards.
• Monitor and analyze digital channel performance metrics including app ratings, digital adoption rates, self-service resolution rates, chat response times, and digital NPS to identify trends and recommend improvements.
• Organize and implement digital customer engagement activities, such as in-app feedback campaigns, digital satisfaction surveys, and online customer forums, to foster loyalty and gather actionable insights for service improvement.
• Monitor and implement strategies to improve digital self-service capabilities, reduce escalations from digital to physical channels, and enhance the overall digital service delivery experience.
• Oversee the performance of all digital CRM tickets and departmental escalations, ensuring they are tracked, prioritized, and resolved within agreed SLAs and turnaround times.
• Act as the key liaison for digital channel teams, internal departments, and the Customer Experience department, ensuring seamless communication, collaboration, and consistent service delivery across all digital touchpoints.
• Develop and track key performance indicators (KPIs) to monitor digital channel and departmental service performance, identify trends, and recommend improvements to ensure continuous service excellence.
• Provide ongoing CX support to internal departments by addressing service delivery challenges, offering guidance on best practices, and assisting in the implementation of customer-centric solutions across departmental processes.

Qualification, Experience, Skills, and Attributes

Education and Experience

• Bachelor’s degree in business, Marketing, Customer Experience, Information Technology, or a related field.
• At least 3-5 years of experience in a customer experience management role, preferably within digital banking, fintech, or financial services.
• Strong leadership skills, with managing, and developing teams in a digital or omnichannel environment.
• Ability to analyze digital performance data, identify trends, and implement solutions to improve customer satisfaction, digital adoption, and service delivery.
• Strong understanding of digital banking platforms, CRM systems, social media management tools, and customer feedback technologies.
• Strong interpersonal, communication, and problem-solving skills with the ability to influence and collaborate across multiple departments.
• Ability to work independently, manage multiple priorities, and collaborate effectively across cross-functional teams.

Skills and Competencies

• Customer-centric mindset with a passion for delivering outstanding digital service experiences.
• Strong organizational and time management skills.
• Ability to build strong relationships with stakeholders at all levels of the organization, including technical and non-technical teams.
• Proficient in Microsoft Office Suite (Excel, PowerPoint, Word), CRM systems, digital analytics tools, and customer management platforms.
• Knowledge of digital channel operations, omnichannel service delivery, digital quality assurance, and customer journey mapping.
• Strong analytical skills with the ability to translate data into actionable insights and strategic recommendations.
• Ability to work under pressure and manage competing priorities while maintaining high service standards.

If you meet the above requirements, kindly submit your application by 23 rd March 2026. Please include Updated Curriculum Vitae, copies of the relevant certificates and testimonials through the Link Indicated below: https://equitybank.taleo.net/careersection/int_new/jobsearch.ftl?ftlcompclass=LoginComponent&lang=en

Equity Bank is an equal opportunity employer. We value the diversity of individuals, Ideas, perspectives, Insights and values and what they bring to the workplace.