Digital Products Specialist

The digital products specialist is responsible for promoting digital products and services in HOPE’s network of microfinance institutions, including leading support for need-identification, designing, launching, testing, and implementation. He/she will champion the client experience and guide the network in navigating the opportunities and challenges of providing digital services to underserved clients, including rural and low-income clients with limited access to technology. This role will also promote the integration of HOPE’s holistic mission into the client’s digital experience. This includes liaising between program management, the technology department, the MFI department, and end users in the entire product development and adoption cycle. This role will, in collaboration with the aforementioned stakeholders, assess existing processes and products and identify opportunities for mission-aligned digitization. The specialist will also support digitization projects and efforts of existing products and services, including capacity building across HOPE’s network.

Location: Kigali, Rwanda; Nairobi, Kenya; US based; or remote considered,

Level: Senior Professional

Type: Full-time

Department: Operations

Reports to: MFI product specialist manager

Promote and fulfill the mission and vision of HOPE International

Create and implement a network-level strategy for the digitization of products and services in HOPE’s network of microfinance institutions (MFIs)
In conjunction with program management and relevant HOPE departments, develop a comprehensive digital business strategy and support the measurement of the objectives and key results for each program
Stay abreast of industry trends and developments and make recommendations for key digital business partnerships, market positioning and continual improvement of existing digital products and available opportunities

Product Development
Support HOPE MFIs in product vision definition, business case creation and implementation efforts
Participate in the project phases of the development of digital products, in close conjunction with MFI program management and technology teams
In conjunction with the MFI department, technology department and program management, participate in monitoring and evaluation, product iteration, and development of operational procedures arising from transactional impact i.e. reconciliation processes and procedures

Client Experience
Lead the integration of HOPE’s holistic mission in the provision of and digitization of products and services offered to HOPE’s clients, ensuring that digital touchpoints with clients promote HOPE’s full mission and complement face-to-face touchpoints
Champion the overall client experience with digital products and services, especially for rural and low-income clients with limited access to technology, ensuring that digitization efforts serve them well and do not leave them behind
Support User Acceptance Testing to ensure that the delivery of digital products and services meets the business requirements and promotes the mission at HOPE International
Support efforts to measure the affinity of HOPE’s clients to digital products upon release, including assessment of alignment to HOPE’s mission
Build capacity of HOPE MFIs, including leading trainings and providing ongoing coaching for staff in the areas of digital products and services

Personal confession of Christian faith and commitment to the mission and vision of HOPE International
Bachelor’s degree in information systems, business, finance, economics, or equivalent
5+ years of relevant work experience, particularly in the area of digital product development. Experience with full product cycle development (e2e) and financial products and services is strongly preferred
Solid digital products understanding, including competence in customer-centric products, communicating UX needs, and assessing delivery
Proven experience in the delivery of results in uptake of digital products and revenue generation
Self-motivated organizational skills, including effective time management and prioritization of multiple deadlines
Ability to communicate and collaborate effectively with employees across the organization, locally and remotely, across cultures, and with external stakeholders
Strong analytical skills and a high level of attention to detail. Experience in data analytics is a plus
Advanced Microsoft Office Suite skills, especially in Excel and Power BI. Exposure to core banking systems and financial service technology systems is a plus
Willingness to travel domestically and internationally up to 75 days per year
Fluency in French, Kinyarwanda, Kirundi, Ukrainian, or other working languages in HOPE Network, is a plus

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