OM Bank - Digital Intelligence Lead; Mobile App

Position: OM Bank - Digital Intelligence Lead (Mobile App)

Description

The Digital Intelligence Lead is accountable for establishing and owning a single, trusted view of mobile app behaviour, performance, and customer interaction, turning data into actionable insight that improves customer experience, platform reliability, and business outcomes.

This role owns app analytics, behavioural intelligence, experimentation, and experience measurement, ensuring that decisions across product, engineering, marketing, and operations are data-led, evidence-based, and outcome-driven.

The role acts as the custodian of mobile digital insight, bridging customer behaviour, app performance, operational signals, and commercial outcomes into a unified intelligence capability.

KEY RESULT AREAS

Mobile Digital Intelligence Strategy

Define and own the Mobile Digital Intelligence Strategy, positioning data as a core enabler of app experience, growth, and trust.

Establish clear measurement frameworks linking customer behaviour, experience, performance, and business outcomes.

Ensure analytics capabilities scale with customer growth, feature expansion, and regulatory demands.

App Analytics & Behavioural Insight

Own in-app analytics covering funnels, feature adoption, task completion, drop-off, engagement, and retention.

Define and govern event taxonomies, tracking standards, and data quality controls.

Translate behavioural data into insights that drive prioritisation, design decisions, and roadmap outcomes.

Experience & Performance Intelligence

Partner with Mobile Engineering, SRE, and Platform teams to correlate experience signals with technical telemetry (crashes, latency, ANR, API failures).

Identify experience degradation early and support proactive remediation.

Ensure customer-perceived performance is measured, not just technical uptime.

Experimentation & Optimisation

Establish and govern A/B testing and experimentation frameworks within the mobile app.

Enable safe, compliant experimentation to validate experience, conversion, and engagement hypotheses.

Ensure learnings are documented, shared, and embedded into delivery practices.

Business & Growth Intelligence

Support product, marketing, and growth teams with insight on acquisition, activation, and lifecycle performance.

Measure the impact of campaigns, features, and experience changes on customer behaviour and value.

Provide intelligence to balance growth, cost, risk, and operational efficiency.

Operational & Incident Insight

Provide data to support incident analysis, customer impact assessment, and post-incident reviews.

Enable clear visibility into which customers, journeys, and features are affected during disruptions.

Support improved customer communication through insight-led messaging.

Governance, Privacy & Trust

Ensure all digital intelligence practices comply with data privacy, security, and regulatory requirements.

Govern access to app data and insights, ensuring ethical and responsible use.

Embed trust and transparency into how customer data is collected and used.

Stakeholder Enablement

Act as a trusted advisor to Product, Mobile, Platform, Operations, Risk, and Exco.

Present insights in a clear, executive-ready manner, linking data to decisions.

Enable teams to become more data-literate and outcome-focused.

Key Deliverables

Mobile Digital Intelligence Strategy and operating model

App analytics framework and event taxonomy

Experience and performance intelligence dashboards

Experimentation standards and insights repository

Executive insight packs linking app behaviour to outcomes

ROLE REQUIREMENTS

Experience

5+ years’ experience in digital analytics, data, product intelligence, or growth analytics, preferably in financial services or large consumer platforms.

Proven experience owning analytics for high-scale mobile applications.

Experience operating in regulated, security-conscious environments.

Skills & Competencies

Deep understanding of mobile analytics, experimentation, and behavioural data.

Strong ability to link technical signals to customer experience and business outcomes.

Experience working across product, engineering, data, and operations.

Strong storytelling and executive communication skills.

Pragmatic, outcomes-driven approach to analytics and insight.

Personal Attributes

Curious, analytical, and insight-driven

Customer-centric with strong commercial awareness

Calm and credible in complex, high-pressure environments

Influential, collaborative, and trusted

Success Measures

Improved decision-making driven by trusted app insights

Reduced experience blind spots and faster issue detection

Measurable uplift in app engagement, conversion, and satisfaction

Strong adoption of experimentation and data-led delivery

Increased confidence in digital reporting at Exco and Board level

Skills

Action Planning, Application Development, Business Process Design, Computer Literacy, Data Management, Data Modeling, Evaluating Information, Identifying Customer Needs, Information Technology (IT) Support, Market Analysis, Oral Communications, Product Development, Technical Support, Technical…