Growing an investment business through digital channels

Work

I was responsible for connecting iTrust’s digital business strategy to customer growth and assets under management. The work covered the development and scaling of digital financial products, new mobile and web portals, customer onboarding, support, and self-service. It also involved building the team and partner relationships needed to deliver those services.

Execution

1. Align technology with the business

   Led the digital business strategy and aligned product and technology initiatives with the institution’s growth objectives.

2. Develop and launch customer channels

   Spearheaded the development, launch, and scaling of mobile and web platforms, with improvements across onboarding, customer support, and self-service journeys.

3. Build the delivery ecosystem

   Developed partnerships with banks and mobile network operators and mentored a multidisciplinary digital team to support product delivery and customer experience.

Results

• The customer base grew from 2,300 to more than 30,000 during my tenure.
• Assets under management increased from TZS 120 billion to TZS 510 billion during the same period.
• New mobile and web channels were developed and launched, extending the digital customer journey from onboarding to self-service.

Business results during my tenure as Head of Digital Business.