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.

• Health and Safety
• 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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