Nour Rahhal
Head of Digital Channel Engagement
Kinshasa
Profil professionnel
Senior Banking and Fintech Professional with over 10 years of experience spanning commercial banking, financial markets, digital transformation, customer experience, customer acquisition, and digital channel management. Proven track record in driving business growth, launching innovative financial products, optimizing customer journeys, and leading strategic transformation initiatives within complex banking and fintech environments. Combines strong commercial acumen with expertise in customer engagement, digital adoption, and operational excellence. Currently leading Digital Channel Engagement within Rawbank's Digital Ecosystem, Fintech & Distribution Division, with responsibility for customer engagement, digital growth, onboarding optimization, and customer retention. Driving the digital transformation of customer service and onboarding processes through the implementation and administration of strategic platforms, including IDWise for digital onboarding and KYC verification, and Intercom for omnichannel customer engagement and service management, both approaching production launch. Recognized for building customer-centric solutions, managing cross-functional stakeholders, and delivering scalable digital initiatives that improve customer acquisition, increase adoption, enhance customer satisfaction, and support sustainable business growth.
Vue d'ensemble
4
4
Languages
1
1
Certification
1
1
year of post-secondary education
14
14
years of professional experience
Expérience
Head of Digital Channel Engagement
Rawbank Group
Kinshasa
08.2025 - 08.2026
- Lead the Digital Channel Engagement function responsible for driving customer acquisition, engagement, activation, retention, and growth across Rawbank's digital ecosystem.
- Define and execute digital engagement strategies to increase adoption and transaction volumes across fintech and digital banking products.
- Monitor and optimize customer lifecycle performance, from onboarding through retention and reactivation.
- Collaborate with Marketing, Product, Technology, Operations, Compliance, and Business teams to enhance digital customer journeys and deliver business growth.
- Supervise customer engagement initiatives, digital campaigns, and performance dashboards to support commercial objectives.
- Drive the continuous improvement of customer experiences across digital channels through automation and process optimization.
- Leading the optimization and digitization of the Illicocash onboarding journey through the implementation and administration of IDWise, a digital identity verification and KYC platform currently in the final stages of deployment.
- Spearheading the digital transformation of customer service through the implementation of Intercom, an omnichannel customer engagement and support platform that will centralize customer interactions across the Bank's digital channels and is nearing production launch.
- Coordinating cross-functional stakeholders including Technology, Compliance, Legal, Information Security (RSSI), Operations, and external technology partners to ensure successful delivery of strategic digital transformation initiatives.
- Designing customer engagement, retention, and reactivation programs aimed at increasing digital adoption, customer activity, and lifetime value.
- Contributing to the development of a fully digital, paperless, and branchless customer experience model aligned with Rawbank's fintech growth strategy.
- Acting as administrator and business owner of key customer-facing digital platforms, ensuring alignment between technology capabilities and business objectives.
Head of Customer Experience & Customer Service
Rawbank - Illicocash
Kinshasa
12.2024 - 08.2025
- Led the Customer Experience and Customer Service Department for Illicocash, Rawbank's digital wallet and fintech platform.
- Defined and implemented the customer service transformation roadmap.
- Redesigned customer journeys to improve customer satisfaction and operational efficiency.
- Established service standards, performance management frameworks, and quality assurance mechanisms.
- Automated customer support processes and reduced manual interventions through digital workflows.
- Managed customer complaints, customer satisfaction programs, and service improvement initiatives.
- Initiated the digital transformation of customer support operations, laying the groundwork for the Intercom implementation project.
- Migration led from traditional support models to digital-first customer service processes.
- Improved customer onboarding and activation journeys through close collaboration with product and technology teams.
Commercial Officer
Rawbank
Kinshasa
01.2020 - 12.2024
- Managed relationships with corporate and institutional clients regarding treasury and financial market products.
- Supported business development initiatives and revenue generation activities within the Treasury Division.
- Advised clients on market opportunities and structured financing solutions.
- Participated in the launch of the first Commercial Paper issuance in the Democratic Republic of Congo, raising USD 10 million.
- Contributed to the second Commercial Paper issuance, raising USD 9 million.
- Played an active role in expanding market awareness and client adoption of treasury products.
Customer Quality Officer
Rawbank
Kinshasa
06.2017 - 01.2020
- Managed customer satisfaction monitoring programs.
- Conducted service quality assessments and performance analysis.
- Implemented initiatives aimed at improving customer experience and operational service quality.
Commercial Banking Officer
Rawbank
Kinshasa
01.2016 - 06.2017
- Managed a portfolio of SME clients.
- Developed and promoted tailored financing and banking solutions.
- Contributed to portfolio growth and customer acquisition.
Retail Banking Officer
Rawbank
Kinshasa
01.2013 - 01.2016
- Managed retail customer relationships.
- Promoted banking products and services.
- Supported customer onboarding and account acquisition initiatives.
Formation
Masters - marketing & Sales
Rome Business School
01.2020 - 01.2021
Compétences
- Commercial & Business Development
- Business Growth Strategy
- Sales Leadership
- Revenue Growth
- Customer Acquisition
- Key Account Management
- Fintech Commercial Strategy
- Digital & Fintech
- Digital Transformation
- Digital Channel Management
- Customer Lifecycle Management
- Customer Retention & Engagement
- Onboarding Optimization
- Fintech Operations
- Digital Adoption & Activation
- Platforms & Solutions
- IDWise Administration
- Intercom Administration
- CRM & Customer Service Technologies
- Customer Analytics & Reporting
- Leadership
- Strategic Planning
- Cross-Functional Leadership
- Stakeholder Management
- Change Management
- Team Development
Certificats
- Negotiation Masterclass, Jean-Paul Guedeg, 2021
- The Art of Negotiation, Chris Voss, 2020
- Financial Products & Instruments, ICHEC Brussels, 2020
- Trading Room & Financial Markets Certification, ICHEC Brussels, 2019
- Coaching Skills, IFC World Bank, 2018
- Training of Trainers, IFC World Bank, 2017
- Financial Management, AM Research, 2016
Informations complémentaires
- Passionate about photography and visual storytelling
- Enthusiastic traveler with a strong interest in discovering new destinations and cultures
- Exploration of international cuisines and culinary traditions
- Interest in global cultures and cross-cultural experiences
- Horse riding and equestrian activities
Langues
French
Courant
English
Courant
Arabic
Courant
Lingala
Courant
Chronologie
Head of Digital Channel Engagement
Rawbank Group
08.2025 - 08.2026
Head of Customer Experience & Customer Service
Rawbank - Illicocash
12.2024 - 08.2025
Commercial Officer
Rawbank
01.2020 - 12.2024
Masters - marketing & Sales
Rome Business School
01.2020 - 01.2021
Customer Quality Officer
Rawbank
06.2017 - 01.2020
Commercial Banking Officer
Rawbank
01.2016 - 06.2017
Retail Banking Officer
Rawbank
01.2013 - 01.2016