Key Responsibilities:
Drive Customer App Usage & Adoption
- Develop and execute outbound communication campaigns (SMS, WhatsApp, push notifications) to increase active app usage.
- Monitor app version distribution and ensure customers update to the latest release.
- Collaborate with Marketing and country teams to roll out targeted campaigns that boost feature adoption and engagement.
Lead App UI/UX Evaluation
- Conduct customer interviews, usability tests, and surveys to identify friction points in the app. • Analyse behavioral data (drop-offs, low-usage areas, customer complaints) to inform UI/UX improvements.
- Translate customer insights into actionable design recommendations.
Product Ownership & Continuous Improvement
- Maintain and prioritise the Customer App improvement backlog.
- Work with IT, QA, and design teams to deliver new features, improvements, and bug fixes.
- Define feature requirements, acceptance criteria, and success metrics for app releases.
- Ensure alignment between business goals, customer needs, and technical feasibility.
Reduce Inbound Calls Through Digital-first Solutions
- Analyse reasons why customers choose to call instead of using the app (journey gaps, unclear UI, missing features, etc.).
- Map and quantify common inbound queries and propose digital self-service alternatives.
- Work with chatbot vendors and internal teams to design and improve chatbot flows that resolve frequent issues.
- Measure impact through reduction in inbound traffic and increased digital self-service rates.
What you will need:
Qualifications and Requirements:
- Bachelor’s degree in Business, Marketing, Finance, or a related field
- 5+ years’ experience in customer experience, call center management, or digital/assisted channels
- Experience in microfinance, banking, fintech, or telecoms is a strong advantage
- Familiarity with CRM systems, call center tools, and CX metrics
- Bachelor’s degree in Business, Sales and Marketing, Finance or related field (or equivalent experience) preferably within microfinance, banking, fintech, or telecom or banking.
- Strong analytical skills, comfortable with metrics, dashboards, reporting.
- Excellent communication (verbal and written) and interpersonal skills.
- Good ICT literacy – CRM systems, MS Excel, tele-phony systems.