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SAFARICOM   |   Nairobi, Kenya   |   Log in or register to see the closing date

Products Analyst (Enterprise Business Unit)

  • Bachelor's degree
  • Information technology, software development, data
  • Experienced (senior worker)
  • Full Time
  • Permanent
Click to apply

Job Summary

Reporting to the Manager Product Solutions & Enablement, the role holder will influence the design of experience in Product development within the Enterprise Business Unit. They will play an active part in developing product experience frameworks, developing experience blueprints and, defining a differentiated product experience within the Enterprise Business Unit.

Enterprise Product Excellence

  1. Creation of requisite Product Excellence documents across all New Product Development (NPD) Phases right from CX Frameworks to CXX Go/No Go Advisories and Product In-Life reviews
  2. Wall walk stakeholders at each NPD phase to ensure right amount of attention is focused on customer experience deliverables
  3. Go/No Go Decision Reports: Ensure CXX Go/No Go Decision Reports are accurately prepared and all key stakeholders aligned well in advance.
  4. Monitor the experience of existing products, solutions and campaigns and institute corrective measures in collaboration with relevant Business Units and stakeholders, as need arises.
  5. In collaboration with the PSE Enablement Team, Ensure Enablement is smartly planned for during Products, Services and Campaigns development and seamlessly executed ahead of Launch positioning customer facing teams to deliver excellence customer experience with ease.

Reporting Excellence
  1. Monitor and Track initiatives within your docket resulting in creation of both detailed and high level progress and focus reports.
  2. Timeliness, Relevance & Accuracy - Ensure that information is collected from the correct sources and reported on in a timely, relevant and accurate fashion whilst targeting all key stakeholders.

Job Requirements
  1. Bachelor Degree or Diploma and at least 4 years working experience in a related discipline with a leaning on Technology and Human Sciences.
  2. Proven practice in a Customer Experience role that includes Design and Implementation of Customer & User Experiences.
  3. Demonstrated skill and experience in the delivery of Enterprise Services.
  4. Ability to communicate complex subjects in a simple way
  5. Ability to assimilate Technology and Customer Experience to output remarkable User Experience
  6. Strong in reporting skills including report writing and presentations.
  7. Capable of working in a complex organization, smart negotiator and able to build strong relationships and credibility without necessarily having direct management control.
  8. Strong understanding of Customer Journeys, design of touchpoint experiences and related global trends.
  9. At least 4 years working experience in customer experience environment
  10. (Added Advantage) Cross-channel experience in a complex go-to-market business.


General Responsibilities of the Role

  1. Design and Implement Product Experiences: Design and Develop Product and Support Experiences along the entire customer lifecycle with a view to guarantee unmatched user experiences.
  2. Lead CX work-streams and Enforce CXX Deliverables across Enterprise product development phases in line CXX Product development guidelines.
  3. CX Roadmap for Product Excellence:  Develop, Own and Follow through CX Roadmap for Products to ensure experience excellence ambitions are not lost but are scheduled, tracked and realized.
  4. Operational Efficiencies: Deliver costs savings by Analyzing demand emanating from product experiences and implementing initiatives that result in operational efficiencies within the product environment.
  5. Product Readiness Assessments: Ensure that customer centric UATS and Readiness Assessments are well executed to inform the CXX Go/No Go Decisions
  6. Product Decommissioning or Improvement: Provide insights that support decisions on strategic product decommissioning and/or improvements and steer experience excellence in product decommissioning.

General Information

Salary rangeNot specified
Additional informationNot specified
Contract type: Permanent
Job type: Full Time
Location: Nairobi
Area of work: Information technology, software development, data
Seniority: Experienced (senior worker)

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 3 years
Required skills: Performance monitoring and evaluation; Stakeholder communication; People management; Activation campaigns; Enterprise Resource Planning - ERP system (use of); Product development
Required languages: English (Spoken: fluent | Written: fluent)

Click to apply


TelecommunicationsCompany size: 1000+ people

Safaricom, Ltd is a leading mobile network operator in Kenya. It was formed in 1997 as a fully owned subsidiary of Telkom Kenya. In May 2000, Vodafone Group Plc of the United Kingdom acquired a 40% stake and management responsibility for the company. Safaricom employs over 1,500 people mainly stationed in Nairobi and other big cities like Mombasa, Kisumu, Nakuru and Eldoret in which it manages retail outlets. Currently, it has nationwide dealerships to ensure customers across the country have access to its products and services.

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