Trusted Novus Bank (TNB) is seeking a highly experienced and commercially minded Head of Digital Banking to lead the development and continuous improvement of our digital channels and digital customer journeys.
About the Role
This role is ideal for a senior digital banking professional who understands both technology and business, and who can advise business leaders on how digital products and services can improve customer acquisition, engagement, servicing, and operational efficiency.
Reporting to the CIO, the Head of Digital Banking enables the bank’s business strategy through the delivery of intuitive, secure, and high-performing digital experiences across mobile banking, online banking, digital onboarding, and self-service capabilities.
The role holds accountability for key digital performance KPIs, including new customer acquisition via digital onboarding, activation rates, adoption of digital services, and overall digital channel satisfaction. This is a strategic leadership role with strong visibility across the organisation and significant impact on the bank’s growth.
Key Responsibilities
Digital Strategy, Advisory & Roadmap
• Develop and maintain an ambitious digital channel roadmap aligned with the bank’s strategic priorities.
• Advise business leaders on digital opportunities, emerging trends, and the competitive landscape.
• Translate business needs into digital initiatives, recommending solutions that enhance customer value and operational efficiency.
• Support business units in shaping new digital products, services, and propositions.
Digital Customer Journey & Experience
• Lead the design and continuous optimisation of digital customer journeys, especially digital onboarding, daily banking, payments, and self-service.
• Oversee user research, UX/UI design, prototyping, and customer validation activities.
• Ensure digital experiences are simple, intuitive, accessible, and consistent across all channels.
Execution & Delivery Leadership
• Lead the execution of digital initiatives with cross-functional teams across UX/UI, Product Analysis, Technology, Compliance, Operations, and external vendors.
• Manage the digital backlog, ensuring clear prioritisation, alignment, and timely delivery.
• Oversee platform enhancements, new features, and release cycles.
• Ensure solutions are scalable, secure, compliant, and operationally ready.
Digital KPI Ownership & Performance Management
• Own and track key digital performance metrics, including:
- Number of new customers acquired via digital onboarding
- Digital activation & login frequency
- Adoption rates of digital services (e.g., payments, transfers)
- Drop-off rates and conversion at key journey steps
- Customer satisfaction and digital NPS
• Build dashboards and reporting routines to provide visibility to ExCo and business leaders.
• Drive continuous improvement initiatives based on data insights and customer behaviours.
Stakeholder Partnership
• Work closely with business units (Retail, Corporate, Private Banking) to ensure digital channels support their growth objectives.
• Partner with Marketing and Customer Service to increase adoption and drive digital-first engagement.
• Collaborate with Risk, Compliance, and Legal to ensure all digital services meet regulatory standards.
Team Leadership & Capability Building
• Build and lead a high-performing digital team, including product, UX/UI, analysis, and delivery roles.
• Foster a collaborative, customer-centric, and results-driven culture.
• Grow internal digital capabilities through mentoring, training, and structured processes.
Qualifications & Experience
Essential
• 8+ years of experience in Digital Banking, Digital Product Management, or Fintech, with proven commercial impact.
• Strong business acumen with experience advising senior leaders on digital product strategy and transformation.
• Demonstrated success driving KPIs such as digital onboarding conversion, customer acquisition, digital adoption, or engagement.
• Hands-on experience delivering mobile and online banking platforms, digital onboarding solutions, or customer self-service features.
• Strong understanding of customer journey design, UX/UI principles, and user research.
• Experience managing cross-functional teams and multi-vendor delivery environments.
• Excellent communication, leadership, and stakeholder management skills.
Preferred
• Experience in retail or SME banking digital propositions.
• Familiarity with digital payments, cards, onboarding/KYC, or remote servicing models.
• Background working with modern core banking or digital platforms.
• Experience in regulated financial environments.
Key Competencies
• Commercial Mindset – Ability to link digital initiatives to business growth and customer value.
• Digital Leadership – Strong understanding of digital banking trends, customer behaviours, and innovation.
• Analytical & Data-Driven – Ability to interpret KPIs, identify opportunities, and drive measurable improvements.
• Customer-Centric Design – Deep understanding of digital customer journeys and UX thinking.
• Execution Excellence – Skilled in prioritisation, delivery management, and cross-functional coordination.
• Influence & Collaboration – Ability to engage and advise business leaders effectively.
• People Leadership – Ability to develop a strong digital team and build a collaborative culture.
What We Offer
• An influential leadership role shaping the bank’s digital future.
• Opportunity to build and scale a modern digital banking capability.
• Close collaboration with senior leadership and business units.
• Competitive compensation and professional growth opportunities.
Apply today and take the next step in your career! If you are interested to know more about the role and would like an informal chat, you can contact Huan Tran, our Chief Information Officer (CIO), by email
Please submit your application no later than 25th January 2026.