We are a multinational regional financial services provider that is committed to deliver complete solutions to our clients through differentiated segment offerings and an ecosystem that supports simple, fast and seamless customer experience, underpinned by cohesive and inspired workforce and relationship built with stakeholdersHeadquartered and listed in Malaysia, RHB Banking Group is the longest established local bank, formed though the mergers of several banks, the oldest of which was founded in 1913. RHB Banking Group and its subsidiaries provide a full range of services ranging from retail banking, business banking, corporate and investment banking, Islamic banking, transaction banking to treasury, insurance, asset management, private equity and stockbroking services.TOGETHER WE PROGRESSOur strong heritage is the foundation of our commitment to continue serving the community. For over a 100 years, we have been helping people and businesses grow and succeed, and will continue to do so.Our experience gives us an in-depth understanding of the needs of our customers and partners, inspiring us to constantly innovate and improve to serve them better. With their unending support, we have established ourselves with a strong footprint throughout Malaysia and we are now present in 9 other countries across the ASEAN region.We hope our legacy and pursuit for excellence continues as we tirelessly cultivate and nurture the next generation through our actions and words, preparing a brighter future ahead.We thank those who believe in us and welcome everyone to join us on our exciting journey of progress. The time has come for us to move forward in unison, to realise our greater potential together. Our new brand promise "Together We Progress” honours our past, celebrates the present and welcomes the future. We invite you to join us as we work towards a better and brighter future for all.

Job description

Possess strategic thinking/insight in designing end-to-end digital customer journey from onboarding to driving engagement to deepen relationship.
Maintain data driven, process, feedbacks and other inputs to identify opportunities to improve product for better adoption
Identify and define various persona mindset and design plans to push adoption through campaigns, educational materials and behavior shaping through gamification and other means.
Develop comprehensive tools, materials, features and methods of disseminating and conveying knowledge, product features, customer benefit, bank benefit and others for digital products to ensure effective usage by users and to achieve referral behavior from users
Develop external change management plans to drive customers from brick and mortal to adopt RHB retail digital products, promote it to others and be able to guide others outside of RHB in effectively using the products.
Develop structure training plans and material to educate relevant RHB business and functional groups on product capabilities, operationalization, value proposition, support capabilities and in other areas required.
Work closely with Group Digital Transformation and Group Marketing to collaboratively drive adoption in all areas relevant to digitalization of retail business

Continuously drive customer satisfaction and usage of digital payments/products to increase visibility and reduce cost to serve.

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