Design Manager at Poa Internet

Mission Statement for the Role:

To design research-grounded interventions and solutions that meet user needs. To develop a culture of co-creation, human-centred design, and iteration within the organisation.

Overall Responsibility:

Own human-centred design projects, work with the Research and Analytics teams to design and measure interventions, work with Product and operational teams to hand interventions off for implementation.

Financial:

Dependent on project needs.

People

Junior Design Associates (2).

Key SMART Results for A-Player

• Complete and implement UX/UI design for new poa! admin, staff, partner, and customer portals across web and mobile in partnership with the Product team - First Quarter
• Deliver Customer Journey Maps for poa! churn archetypes and lead design workshops with stakeholders to explore intervention areas and opportunities - First Quarter
• Lead test projects aimed at assessing customer behavior based on proposition changes, resulting in research and analytics informed reports that include recommendations on next steps - First Quarter
• Build Design team capacity by coaching Junior Design Associates according to their personal L&D plans, ensuring they can own projects with minimal supervision- Second Quarter
• Lead user research and iteration of "poa! for any pocket" test projects, resulting in a scalable proposition rooted in customer behavioral understanding - Second Quarter
• Lead design process for improved onboarding and employee facing initiatives that build upon employee insights and reinforce poa! values in partnership with the People department- Second Quarter
• Test, iterate, and implement initiatives to improve support experience according to support mapping exercises in progress with the Customer and Product departments- Third Quarter
• Build up on documentation of poa!'s design approach from research to prototyping to concept development; train Labs and Operational stakeholders on approach; work with Product team on developing handover process for development and implementation - Third Quarter
• Lead iteration for poa! Share next phase within the primary test location (Pipeline) guided by research insights and design implementation plan for possible future networks- Fourth Quarter
• Lead in conducting UX research and design on need basis for ongoing projects including digital projects and processes - Fourth Quarter

Level of Management Experience Required (Mandatory & Nice to Have)

3-5+ years HCD and UX design experience, 3+ years experience leading teams and projects.

Department stage of development where this role sits (starting, preparing for scale, scaling, mature)

Rapid Scale and Growth

Core energy required for this position (e.g. Sirdar Profile Type)

Doer / Positive/ Aggressive

Key Competencies Criticality (H, M, L)

• 3-5+ years experience designing interventions, tools, products or services that are centered on the end user- H
• 2+ years experience managing a team, leading design projects end-to-end, coaching junior design team members- H
• Has facilitated design workshops across external and internal stakeholders to get buy in to the co-creation process- H
• Willing and able to get down and grubby on the ground in the areas we operate. Tactical, scrappy, relentless. About 20% field-based- H
• Comfortable engaging customers, stakeholders, and communities; ability to evaluate user feedback and iterate to optimize user experience and buy in- H
• Ability to identify personal biases and assumptions and continually set them aside during data collection and synthesis- M
• Customer-centric mentality; focused on accurate representation of customer voice no matter the audience- H
• Ability to sketch, create concepts, wireframe, produce user flows, and create clickable prototypes in Figma or other prototyping software- M
• Strong report-writing, storytelling, and visual communication skills; the ability to clearly articulate design concepts and learnings to a wider audience- H
• Has worked across low income communities across Kenya to understand user needs, motivations, and context- M

Mandatory Criteria if Any (e.g. must have directly managed at least ten people) with no exceptions to hire.

• 3+ years experience designing and executing human-centered quantitative and qualitative research methods.
• Must have directly managed a team for at least 2 years.
• A portfolio of product design projects that showcases your design process, final designs, and impact (please attach).