Safaricom is the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-added services and support for community projects.
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Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
All employees have a responsibility to adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions.
Product Management
Create, prioritize, and maintain a product backlog in accordance with the tribe mission ensuring value maximization and alignment to the tribe mission.
Define vision that clearly communicates the expected outcomes and ensures the development/squad team can align the product backlog to deliver that value.
Oversee product development in all stages and drive customer acquisition while minimizing churn. He/she will participate in the overall development stages of the product.
Incorporate benchmarking information as well as best practices and lessons learned from to define best-in-class customer experience
Participates in the daily scrums, sprint planning meetings, and Sprint Reviews, Retrospectives and other agile related ceremonies.
Acquisition and usage of the Product by ensuring the channel is relevant, engaging and accessible
Customer Market and Insights
Analyze market and customer insights, usage patterns, customers’ pain-points and competitor activity to derive actionable insights into user behavior and drive continuous improvement on the product portfolio.
Commercial Management
Develop the commercial case and secure commercial approvals for the Product
Monitor product commercial performance in daily, weekly and monthly reviews (Customers, Transactions, penetration Revenues, jNPS, ARPU etc.
Partner and Stakeholder Management
Align with the business and relevant stakeholders on the product roadmap and the key deliverables for each quarter, while driving continuous innovation
Partnering with local and global brands to identify and influence development of new products and services.
Customer Experience
Deliver a stable and in best-in-class customer experience
Drive operational awareness across on-boarding, provisioning, assurance, billing, and support teams to ensure seamless service delivery.
Monitor product SLAs, NPS/jNPS and other customer experience metrics.
Work closely with First line support and technical teams to support in resolving customer issues within SLA to drive customer satisfaction
Qualifications
Degree in Business, Commerce or IT from a recognized University
At least 8 years working experience in the Financial Services Sector, Mobile money and Telco sector business models with a focus on product and commercial management, product marketing and pricing
Marketplace product Experience
Good understanding of customer and product management systems including Customer Relationship Management (CRM) and Converged Billing System (CBS).
Experience building app stores or integration platforms
High level knowledge of Commercial knowledge, pricing strategy and data fluency
Experience with product development frameworks in Agile and Scrum as well as Business Case development
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