Head of Innovation and Customer Experience at BRAC Tanzania Finance LTD, Dar es salaam 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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Career with 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. We particularly focus on women living in poverty in rural and hard-to-reach areas to create self-employment opportunities, build financial resilience, and harness women’s entrepreneurial spirit by empowering them economically.

BRAC Tanzania Finance LTD is seeking applications from competent, dynamic and self-motivated individual to fill up the following position.

Head of Innovation and Customer Experience

The Head of Innovation and Client Experience (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 special focus on women and youth. The HolCex provides cross-functional leadership across product development, social performance and impact management, digital financial services, communications, strategic partnerships, and knowledge management to ensure cohesive product ecosystems and measurable client outcomes.

Key Responsibilities:

1. Strategic Leadership and Planning

   • Lead creation and implementation of BTFL’s business development strategy, ensuring alignment with the organization’s social mission, strategic plan, and regulatory requirements.

   • Conduct in-depth market and competitive analysis to identify opportunities for innovation and product/service enhancements.

   • Champion a culture of human-centered design (HCD) and iterative prototyping across the product development lifecycle.

2. Product Design and Innovation

   • Oversee the full lifecycle of credit and non-credit products, from ideation and business casing to piloting, launch, and scale-up.

   • Lead mixed-methods research (quantitative and qualitative) to translate evidence on client needs and market opportunities into product features, pricing, and delivery channels.

   • Ensure the portfolio of products and services meets clients’ evolving needs and delivers measurable social impact.

3. Digital Financial Services and Transformation

   • Develop and drive BTFL’s DFS roadmap, including the adoption of mobile money, agent banking, and other digital channels.

   • Lead the scale-up of digitalization of field processes (e.g., electronic data collection, tablet banking) to enhance efficiency and client experience.

   • Manage relationships with technology partners (e.g., Core Banking System vendor, MNOs) to ensure seamless and secure delivery of DFS.

4. Client Impact and Social Performance

   • Implement the Universal Standards for Social and Environmental Performance Management, including the Client Protection Principles (CPP).

   • Define and embed outreach and outcome targets for poverty outreach, women, and youth inclusion in all new products and initiatives.

   • Lead the annual impact assessment to measure and report on the social returns of BTFL’s programs.

5. Strategic Partnerships and Resource Mobilization

   • Identify, secure, and manage strategic partnerships with fintechs, MNOs, donor agencies, and government bodies to advance BTFL’s mission.

   • Lead grant and technical assistance fundraising efforts, contributing to the financial sustainability of innovation and social performance initiatives.

6. Knowledge Management and Communications

   • Design and maintain a Knowledge Management (KM) system to capture, share, and utilize internal and external best practices.

   • Produce high-quality reports, case studies, and presentations to showcase BTFL’s innovations and social impact to internal and external stakeholders.

7. Cross Functional Coordination and Stakeholder Engagement

   • Coordinate with Operations, Finance, Risk, IT, and HR teams to ensure effective and compliant rollout of new products and digital initiatives.

   • Represent BTFL in national and international forums on financial inclusion, impact investing, and DFS.

8. Team Leadership and Talent Management

   • Provide visionary leadership and mentorship to the Innovation and Customer Experience team.

   • Set clear objectives, conduct performance reviews, and champion a culture of continuous learning and growth.

   • Actively participate in the hiring of high-performing staff and ensure adherence to BRAC’s commitment to Diversity, Equity, and Inclusion (DEI).

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 and services for low-income clients, particularly women.

Required Competencies:

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

• Excellent written and verbal communication, negotiation, and influencing skills.

• Proven experience in social performance management, impact measurement, and adherence to Client Protection Principles.

• High digital literacy and experience with digital transformation in a financial services setting.

• Commitment to client protection, ethical behavior, and gender equity; ability to mentor and motivate diverse teams.

Employment type: Regular

Salary: Negotiable

Job Location: Country Head Office – Dar es Salaam

Application Instructions:

If you feel you are the right match for the above-mentioned position, please follow the application instructions accordingly:

• External candidates need to email their CV with a letter of interest mentioning educational grades, years of experience, current and expected salary at recruitment.tanzania@brac.co.tz

• Internal candidates need to apply with their latest CV including all job assignments in detail with BRAC PIN and email to recruitment.tanzania@brac.co.tz

Please mention the name of the position and AD# BTFL 11/2025 in the subject bar.

Only complete applications will be accepted and short-listed candidates will be contacted.

Application deadline: 30 November 2025

BRAC is committed to safeguarding children, young people and adults, and expects all employees and volunteers to share the same commitment… [This section continues with a full statement on BRAC’s commitment to safeguarding and equal opportunities].

BRAC is an equal opportunities employer.