Background

NCBA Bank is seeking a Product Analyst Officer to manage feature development end-to-end, acting as the voice of the customer throughout the product development process. This role involves collaborating with various departments to define product features and build an effective roadmap to prioritize important features.

Responsibilities

Manage feature development end-to-end, providing guidance and feedback to project teams and ensuring everyone remains aligned. Act as the voice of the customer throughout the product development process. Develop use case documentation and low-fidelity (lo-fi) mockups for proposed customer journeys. Collaborate with stakeholders across Commercial, Collections & Recovery, Product, Operations, Risk, and Finance to define product features and use cases. Build an effective roadmap to appropriately prioritize important features. Take high-level feature proposals and customer problems and break them down into smaller iterations that Engineering can work on through use case documentation and proposed customer journeys. Balance new features, improvements, and bug fixes to maintain high delivery velocity while ensuring product stability. Work with the Senior Country IT Business Analyst to identify potential opportunity areas, determine the potential customer impact, and evaluate and implement the most effective course of action. Run experiments and guide Commercial teams in conducting experiments to improve sign-up conversion ratios. Run experiments and guide Commercial teams to improve lead-to-customer conversion ratios and time-to-value for new customers. Run experiments and guide Operations in sending quality messages and notifications to customers at the right time. Run experiments and guide Design and UX teams to remove negative friction from the user experience. Run experiments and lead engagements with Engineering to increase adoption of newly developed features. Drive employee engagement initiatives within the department. Maintain high personal performance and pursue continuous professional growth. Support other team members in achieving their career growth plans. Maintain up-to-date and actioned competency assessments and development plans. Drive close collaboration among department staff and with relevant stakeholders across Group operating business entities to cultivate collective responsibility and achieve business goals.

Qualifications and Requirements

Academic Qualifications: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a Business-related field from a recognized university.

Experience

At least 3 years of work experience, including at least 1 year in an analyst capacity within a similar-sized organization, having led successful business and product development projects and/or initiatives. At least 1 year of experience in digital payments and/or financial services. Experience across multiple functional areas, including product management, engineering, UX/UI, sales, customer support, finance, or marketing. Understanding of go-to-market enablers such as credit, payments, loyalty, subscriptions, rewards, and related solutions. Ability to achieve strategic goals and evolve product strategy based on research, data, and industry trends in an innovative and fast-paced environment. Excellent problem-solving, organizational, and analytical skills. Ability to influence multiple stakeholders without direct authority. Experience using A/B testing to inform product improvements.

Technical Competencies

Discovery: Skilled in qualitative customer interviewing. Excellent ability to derive key insights and patterns from customer interviews and use that input to clarify problem statements. Skilled in story mapping to break epics down into smaller product features. Excellent at collaborating with Design teams on prototypes to bring potential solutions to life.

Business Skills

Expert in business case creation and capable of managing business results across a range of product domains. Able to manage internal partnerships and external partners to optimize growth.

Communication Skills

Capable of representing NBV externally at partner and customer meetings. Strong presentation skills at all levels of the organization. Able to appropriately influence and persuade others toward a course of action.

People Management Skills

Aligns teams with the broader business vision and goals. Able to translate and align strategy meaningfully for the team, building a shared understanding of team goals and targets. Uses situational leadership techniques to provide the appropriate level of guidance and latitude to team members. Demonstrates care for team members while providing candid, real-time feedback.

Behavioral Competencies

Emotional Intelligence: Understands personal strengths and limitations. Is aware of personal emotions and their effect on others. Demonstrates self-control to keep disruptive emotions and impulses in check.

Social and Cross-Cultural Awareness: Interacts with colleagues, customers, stakeholders, and the public in different social and cultural environments. Demonstrates respect and positive regard for others in an ethical and appropriate manner consistent with the organization’s values.

Agile: Able to change plans, methods, opinions, or goals in light of new information and is ready to act on opportunities. Highly effective at adapting to different environments. Promotes a digital mindset within the organization by institutionalizing cross-functional collaboration, flattening hierarchies, devolving decision-making to smaller teams, and creating environments that creatively partner with external companies to extend necessary capabilities. Encourages the generation of new ideas and develops more iterative and rapid ways of working. Implements incentives and metrics that support organizational agility.

Self-Development: Takes a strategic approach to personal and professional development and actively seeks feedback from others. Responds to feedback by establishing self-development goals. Seeks a range of relevant career opportunities within the context of a long-term career plan. Strives to make an outstanding contribution to the organization.

• Manage feature development end-to-end, providing guidance and feedback to project teams and ensuring everyone remains aligned.
• Act as the voice of the customer throughout the product development process.
• Develop use case documentation and low-fidelity (lo-fi) mockups for proposed customer journeys.
• Collaborate with stakeholders across Commercial, Collections & Recovery, Product, Operations, Risk, and Finance to define product features and use cases.
• Build an effective roadmap to appropriately prioritize important features.
• Take high-level feature proposals and customer problems and break them down into smaller iterations that Engineering can work on through use case documentation and proposed customer journeys.
• Balance new features, improvements, and bug fixes to maintain high delivery velocity while ensuring product stability.
• Work with the Senior Country IT Business Analyst to identify potential opportunity areas, determine the potential customer impact, and evaluate and implement the most effective course of action.
• Run experiments and guide Commercial teams in conducting experiments to improve sign-up conversion ratios.
• Run experiments and guide Commercial teams to improve lead-to-customer conversion ratios and time-to-value for new customers.
• Run experiments and guide Operations in sending quality messages and notifications to customers at the right time.
• Run experiments and guide Design and UX teams to remove negative friction from the user experience.
• Run experiments and lead engagements with Engineering to increase adoption of newly developed features.
• Drive employee engagement initiatives within the department.
• Maintain high personal performance and pursue continuous professional growth.
• Support other team members in achieving their career growth plans.
• Maintain up-to-date and actioned competency assessments and development plans.
• Drive close collaboration among department staff and with relevant stakeholders across Group operating business entities to cultivate collective responsibility and achieve business goals.

• Qualitative customer interviewing
• Deriving key insights and patterns from customer interviews
• Story mapping
• Collaboration with Design teams on prototypes
• Business case creation
• Managing business results
• Managing internal and external partnerships
• Representing the company externally
• Presentation skills
• Influencing and persuading others
• Aligning teams with business vision and goals
• Translating and aligning strategy
• Situational leadership
• Providing candid, real-time feedback
• Emotional intelligence
• Self-control
• Social and cross-cultural awareness
• Agility and adaptability
• Promoting a digital mindset
• Encouraging new ideas
• Iterative and rapid ways of working
• Self-development
• Seeking feedback

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a Business-related field from a recognized university.
• At least 3 years of work experience, including at least 1 year in an analyst capacity within a similar-sized organization, having led successful business and product development projects and/or initiatives.
• At least 1 year of experience in digital payments and/or financial services.
• Experience across multiple functional areas, including product management, engineering, UX/UI, sales, customer support, finance, or marketing.
• Understanding of go-to-market enablers such as credit, payments, loyalty, subscriptions, rewards, and related solutions.
• Ability to achieve strategic goals and evolve product strategy based on research, data, and industry trends in an innovative and fast-paced environment.
• Excellent problem-solving, organizational, and analytical skills.
• Ability to influence multiple stakeholders without direct authority.
• Experience using A/B testing to inform product improvements.