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.