Head of Innovation and Customer Experience at BRAC  Tanzania Finance Limited – November 2025

📄 Job Vacancy: Head of Innovation and Customer Experience – BRAC Tanzania Finance LTD

BRAC Tanzania Finance Limited (BTFL) is the largest Microfinance organization in Tanzania with a mission to responsibly provide a range of financial services to people at the bottom of the pyramid. They particularly focus on women living in poverty in rural and hard-to-reach areas.

BRAC Tanzania Finance LTD is seeking applications from competent, dynamic, and self-motivated individuals to fill the position of Head of Innovation and Customer Experience (HolCex).

🎯 Job Summary

The HolCex leads the strategic design, development, and delivery of inclusive, client-centered credit solutions that advance BTFL’s mission to provide responsible, scalable, and high-impact financial services, with a special focus on women and youth. This role provides cross-functional leadership across product development, social performance, digital financial services, communications, strategic partnerships, and knowledge management.

✨ Key Responsibilities (Summary)

1. Strategic Leadership and Planning: Lead the creation and implementation of BTFL’s business development strategy, conduct market and competitive analysis, and champion a culture of human-centered design.

2. Product Design and Innovation: Oversee the full lifecycle of credit products and lead research to translate evidence into product features, pricing, and delivery channels.

3. Digital Financial Services and Transformation: Develop and drive BTFL’s DFS roadmap, lead the scale-up of digitalization of field processes, and manage technology partnerships.

4. Client Impact and Social Performance: Implement the Universal Standards for Social and Environmental Performance Management, and define and embed outreach and outcome targets for poverty outreach, women, and youth inclusion.

5. Strategic Partnerships and Resource Mobilization: Identify, secure, and manage partnerships with fintechs, MNOs, and donor agencies, and lead grant and technical assistance fundraising.

6. Knowledge Management and Communications: Design and maintain a KM system and produce high-quality outputs to showcase innovations and social impact.

7. Cross Functional Coordination and Stakeholder Engagement: Coordinate with Operations, Finance, Risk, IT, and HR to ensure effective product and digital initiative rollouts.

8. Team Leadership and Talent Management: Provide visionary leadership, set clear objectives, hire high-performing staff, and champion DEI.

9. Reporting and Accountability: Prepare periodic reports for the CEO, board committees, and investors/donors, and monitor performance against approved budgets.

📚 Educational & Experience Requirements

• Education: A master’s or bachelor’s degree in business administration or any related field.

• Experience:

  • At least 7-10 years of progressive experience in inclusive finance, microfinance, product development, digital financial services, or related fields.

  • At least 3 years in a senior leadership role.

  • Proven experience in business development, digital financial services, product innovation, or social performance and impact management.

  • Demonstrated success in designing and scaling financial products for low-income clients.

✅ Required Competencies

• Strong strategic planning, financial analysis, and project management skills.

• Excellent communication and influencing skills.

• Experience in social performance management and impact measurement.

• High digital literacy.

• Commitment to client protection, ethical behavior, and gender equity.

💼 Employment Details

• Employment Type: Regular

• Salary: Negotiable

• Job Location: Country Head Office – Dar es Salaam

• Application Deadline: 30 November 2025

📧 How to Apply

External candidates need to email their CV with a letter of interest mentioning educational grades, years of experience, current and expected salary. Internal candidates need to apply with their latest CV including all job assignments in detail with BRAC PIN.

Send applications to: recruitment.tanzania@brac.co.tz

Subject Bar: Mention the name of the position and AD# BTFL 11/2025.

Note: Only complete applications will be accepted and short-listed candidates will be contacted. BRAC is an equal opportunities employer.

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