Job details

The Director, Online banking solutions is a senior leadership role responsible for defining, delivering, and continuously enhancing the end-to-end digital experience and channels for Commercial Banking and Capital Markets clients, including Small and Medium Enterprises (SME), Mid-Market, Large Corporates, and Government & Public Sector entities.

This role leads the strategy, design, and execution of best-in-class online banking and mobile platforms, while guiding the development and adoption of API-based capabilities to enable seamless, scalable, and secure client experiences.

The successful candidate will operate at the intersection of business, technology and client experience, driving innovation, improving client satisfaction, and accelerating digital adoption across client segments.

Key Responsibilities

1. Digital Customer Journey Strategy

• Define and own the digital customer journey across all commercial client segments (SME, Mid-Market, Large Corporate, Public Sector).
• Identify pain points and opportunities across onboarding, servicing, payments, lending, cash management, and reporting journeys.
• Develop segment-specific strategies that balance scalability with tailored client needs.
• Embed change management considerations into journey design, ensuring new capabilities are intuitive, adoptable, and aligned with client and frontline readiness.

2. Platform Ownership (Online & Mobile Banking)

• Lead the evolution of the bank’s commercial online banking and mobile platforms.
• Prioritize and deliver features that improve usability, performance, and client satisfaction.
• Ensure platforms meet the complex needs of corporate users, including entitlements, approvals, and multi-entity structures.
• Drive platform adoption by partnering with frontline teams and clients, ensuring effective rollout, training, and transition strategies.

3. API & Ecosystem Strategy

• Define and drive the API strategy for Commercial Banking and Capital Markets, enabling integration with client ERP/TMS systems and partner solutions.
• Oversee the design and rollout of secure and scalable APIs.

4. Product & Delivery Leadership

• Lead cross-functional teams (product managers, UX/UI, technology, operations) to deliver digital capabilities.
• Establish and manage product roadmaps aligned with business priorities and regulatory requirements in coordination with the Head of Products.
• Drive agile delivery practices and ensure timely, high-quality releases.
• Integrate change management into delivery lifecycles, including client and employee readiness, communication plans, training, and post-launch support.

5. Client Experience & Design

• Champion a client-centric approach using journey mapping, user research, and data insights.
• Design experiences with adoption in mind, reducing friction and enabling behavioral change for both clients and internal users. Ensure consistent, intuitive experiences across channels and segments.
• Incorporate accessibility, security, and compliance into all digital experiences.

6. Stakeholder Management

• Partner with Commercial Banking and Capital Markets leaders, Relationship Managers, Treasury Managers, and internal partners such as Payments, Credit cards IT and Operations.
• Collaborate with Technology, Fraud Risk, Compliance, and Cybersecurity teams to ensure the delivery of robust solutions.
• Engage with clients and industry partners to gather feedback and validate solutions.

7. Data, Analytics & Performance

• Define KPIs to measure digital adoption, client satisfaction, and journey effectiveness.
• Leverage analytics to inform prioritization and continuous improvement.
• Monitor platform performance, reliability, and usage trends.
• Track and report on change adoption metrics, including user uptake, behavior shifts and realized business value.

Qualifications & Experience

• 10+ years of experience in digital banking, product management, or customer journey design, preferably within commercial or corporate banking.
• Strong understanding of commercial banking products (cash management, payments, lending, trade finance).
• Proven experience leading digital platform delivery (web, mobile and APIs).
• Deep knowledge of API architecture, integration models, and open banking frameworks.
• Experience leading large-scale change management or digital transformation initiatives.
• Experience working with SME, mid-market, large corporate client segments.
• Demonstrated leadership in managing cross-functional teams.
• Strong stakeholder management and communication skills at senior executive levels.

Key Competencies

• Strategic thinking with strong execution focus
• Client-centric mindset
• Digital and technology fluency
• Leadership and team development
• Innovation and change management

Success Measures

• Reduced client friction in key digital journeys
• Timely and high-quality delivery of platform enhancements
• Increased digital adoption across all commercial client segments
• Improved client satisfaction (e.g., NPS)
• Expansion of API usage and ecosystem integrations
• Increased digital adoption across all commercial client segments