Role purpose:

To drive adoption, performance, and continuous improvement of all digital self‑care channels (App, Web Self‑Care, Chatbot) including USSD. The role ensures optimal user experience, accurate content, strong analytics, and effective coordination across functions to deliver the online self‑care roadmap and achieve transactional KPIs.

Key accountabilities and decision ownership :

·       Support communication, incentives, and campaigns to increase usage of self‑care channels and achieve KPIs.

·       Ensure all self‑care content is accurate, updated, easy to understand, and aligned with best User Experience  practices.

·       Monitor channel performance and analyse behaviour before/after feature launches and promotions.

·       Coordinate User Experience testing, report findings, and provide actionable insights.

·       Analyse data and recommend improvements to boost adoption, engagement, and conversion.

·       Work closely with the Digital Product Owner to finalise requirements and prepare upcoming features.

·       Coordinate with Commercial, Technology, Marketing, VBU, S&D and other teams to ensure timely delivery of roadmap items.

·       Support the launch of new self‑care features across departments.

·       Lead analytics and performance reporting for the Self‑Service Bot.

·       Drive a culture of innovation, creativity, and continuous improvement within the team.

Core competencies, knowledge and experience [max 5]:

·       Customer Obsessed

·       Data‑Driven Decision‑Making

·       Agile & Collaborative Working

·       Simplicity & Clarity in Execution

·       Digital & User Experience Awareness

·       Growth Mindset and Innovation

·       Experience in digital product, User Experience, analytics, e‑commerce, or customer experience.

·       Experience with performance monitoring tools (e.g., GA4, dashboards, bot analytics) is an advantage.

Must have technical / professional qualifications:

·       Strong analytical skills with ability to translate insights into actions.

·       Ability to influence and negotiate with cross‑functional stakeholders.

·       Proven ability to manage multiple projects in a fast‑paced environment.

·       Strong verbal and written communication skills.

·       Knowledge of Agile delivery practices.

·       Understanding of User Experience principles and digital conversion best practices.

Key Interfaces

• Digital Product & Technology Teams
• BI & Analytics
• Marketing, Segments, Sales & Distribution
• Customer Operations
• External partners/vendors

Budget owned:

Key performance indicators [max 3]:

Direct reports:

Dotted reports: