Digital Pro – Customer Digital Adoption Specialist

About the role

As a Digital Pro, you will play a critical role in accelerating digital adoption by helping customers confidently navigate our digital banking platforms and services. You will be the first point of contact for customers seeking support with their digital banking needs, providing guidance on mobile and online banking features, resolving digital‑related queries, and ensuring a smooth and engaging experience.

Key responsibilities

• Partner with customers throughout their digital banking journey, providing personalized guidance and support.
• Serve as the digital face of the bank, delivering exceptional service to customers and colleagues.
• Collaborate with cross‑functional teams to design and enhance intuitive, customer‑centric digital experiences.
• Capture, document, and escalate customer feedback to product owners and stakeholders.
• Work with technology and support teams to identify, track, and resolve digital platform issues.
• Plan and deliver digital banking awareness sessions, workshops, and training for customers and employees.
• Conduct knowledge‑sharing sessions and weekly huddles to foster a digital‑first culture.
• Act as subject‑matter expert for digital banking services, providing timely resolution and guidance.

Required profile

• Bachelor’s degree from a recognized institution is desirable.
• Minimum 5 years of experience working in a customer‑facing environment.
• Experience with relevant software packages such as MS Office.