Senior Manager/ Lead- User Experience & Design Research at Safaricom Kenya

JOB DESCRIPTION

• Reporting to the COE HOD – Market Research and Customer Insights, the position holder will guide the business on creation (or optimization) of consumer journeys to deliver best user experience that will impact Net promoter Scores/Customer Satisfaction scores

The role holder will also be expected to;

• To translate complex interactions into simple and intuitive navigation that enhance user accessibility, and uptake of digital self help
• One will collaborate with Product Owners, Business Partners, Designers and Engineers to create digital first, simplified design solutions to grow customer base within specific Innovation programs
• Develop end to end UX research Strategy and protocols that will guide implementation of UX research

RESPONSIBILITIES

Key accountabilities & responsibilities

• Define and Develop UX Research Strategy and Protocols to shape innovation and guide optimization of User Journeys
• Monitor User Experiences to guide optimization/ Conduct ongoing user research while maintaining knowledge of competition and market trends 
• Decode Customer Research to inform Innovation and Optimization Opportunities
• Conduct UX research (w/research agency) applying HCD to inform innovation
• Conduct UX research to stress Test User Journeys inline with Human Insights
• Grow Craft: team skills and capabilities and maintain high design standards and patterns across organization products that are centred on human insights 

Competencies, knowledge and experience:

• User Research and Analysis in Technology or similar highly diverse environment
• Knowledge of Visual and UI Design 
• Design Knowledge and Information Architecture
• Proven Work experience in Research relating to UX Design or similar role
• Experience in iOS, tvOS and Android Platforms is added advantage
• Curiosity, exceptional communication, interpersonal & people skills to collaborate with various stakeholders

QUALIFICATIONS

Education & Experience:

• BA/BS degree in Business/Economics or Related (Added Advantage: Postgraduate)
• Practical experience in UX Research, HCD 
• 7+ years of proven experience of UX Research and related field
• Experience with data visualization
• Basic understanding of Digital, engineering audiences and Machine Learning
• Critical thinking and ability to handle multiple projects within deadlines