VP Digital Product Owner (Payments)

Job Title: VP Digital Product Owner - Payments

Lead a Retail Squad with responsibility for delivering seamless, scalable, and compliant payment products and journeys for retail customers. The role will lead the development and optimization of our digital payment solutions, covering domestic and cross-border remittances and bill payments. The ideal candidate will be responsible for mapping end-to-end customer journeys, benchmarking against industry best practices, and creating a market leading customer experience in digital payments with clear metrics and KPIs on customer satisfaction scores, and penetration among our user base, loyalty and frequency of usage.

Lead the mapping of end-to-end customer journeys for all payment types, identifying touch points within domestic and cross-border remittances (P2P and P2B), domestic and cross border bill payments.

Use a HCD approach to design user journeys to simplify adoption, increase penetration, usage, frequency and loyalty.

Holistically look at all payment solutions for synergies and efficiencies.

Build and implement the appropriate tools to analyze customer feedback and in app behavior, use data analytics and journey maps to understand pain points, drop-offs, and areas for improvement across different payment channels.

Continuously benchmark our digital payment processes against industry standards and best practices, with a focus on both domestic and international markets.

Stay updated on emerging trends, technologies, and competitor activities in the digital payments landscape.

Make data-driven recommendations to ensure our products remain competitive, compliant, and innovative across all payment types.

Identify gaps in the current payment processes, including user experience, security, compliance, and operational efficiency for both consumer and business payment solutions (P2B).

Work closely with IT, development teams, engineering, compliance, risk and design teams to prioritize and implement solutions that minimize customer drop-offs, reduce transaction failures, and improve conversion rates.

Define key performance indicators (KPIs) and metrics to track the evaluation and success of all payment journeys.

Regularly report on product performance, customer satisfaction, and business outcomes, providing insights and recommendations for further enhancements.

Analyze customer feedback, data analytics, and journey maps to understand pain points, drop-offs, and areas for improvement across different payment channels.

Monitor and measure the impact of improvements across different payment types and iterate based on performance metrics.

Become a magnet for attracting & retaining top talent:

Build and lead a high-performing, cross-functional squad with skills in product delivery, journey design, analytics, and engineering.

Act as a central point for capturing, synthesizing and implementing feedback from segment customers and front-line teams in product, feature and journey development.

Create a collaborative and purpose-driven culture focused on customer impact, learning, and speed.

Champion cross-functional collaboration with relevant product teams, distribution, operations, risk management, compliance and customer support teams.

Work across squads and business units to ensure payment journeys align with broader organizational priorities.

Encourage agile ways of working, continuous delivery, and test-and earn experimentation.

Mentor and develop team members in digital lending, agile product development, and regulatory literacy.

Lead with influence across matrix and agile structures and executive forums.

Deliver highest standards of corporate governance, compliance & risk managements.

Ensure adherence to all internal (risk, audit, compliance) and external (Central Bank) regulations and policies across all payment activities.

Establish and maintain controls, audit readiness and reporting for all related activities.

Mitigate operational, reconciliation and fraud risks tied to retail lending products, channels and platforms