Digital Channels Tech Lead at Safaricom Kenya

Job Description

• The Digital Channels Tech Lead is responsible for overseeing the development, deployment, and maintenance of digital channels through which customers interact with IT services, products, and platforms.
• The role focuses on optimizing digital channels to enhance user experience, drive engagement, and achieve organizational objectives.
• The Digital Channels Tech Lead in IT plays a critical role in driving digital transformation, enhancing user engagement, and delivering value through digital channels.
• They combine strategic thinking, technical expertise, and user-centered design principles to create compelling digital experiences that meet user needs and support organizational objectives.
• This role is responsible for the stability of all Digital Channels platforms through building and maintaining robust Portals, ChatBots and Apps ecosystems for Safaricom customers.

RESPONSIBILITIES

Digital Channels Strategy

• Develop and execute a comprehensive digital channels strategy aligned with organizational goals and user needs. This involves identifying target audiences, defining channel objectives, and prioritizing initiatives to improve digital engagement and drive business outcomes. 

Channel Development and Enhancement

• Lead the development, enhancement, and optimization of digital channels, including websites, mobile applications, portals, social media platforms, chatbots, and other digital touchpoints.
• Collaborate with cross-functional teams to define requirements, design user interfaces, and implement features that enhance usability and functionality. 

User Experience (UX) Design

• Ensure that digital channels provide intuitive, seamless, and engaging user experiences. 
• Work closely with UX/UI designers to conduct user research, create wireframes and prototypes, and iterate designs based on user feedback and usability testing. 

Content Management

• Oversee the creation, curation, and management of digital content across various channels. 
• Develop content strategies, maintain editorial calendars, and ensure consistency in messaging, branding, and tone across all digital touchpoints. 

Technology Integration and Platform Management

• Collaborate with IT teams to integrate digital channels with backend systems, databases, and third-party platforms. 
• Select, implement, and manage digital channel management platforms, content management systems (CMS), customer relationship management (CRM) systems, and marketing automation tools. 

Performance Monitoring and Analytics

• Define key performance indicators (KPIs) and metrics to measure the effectiveness and performance of digital channels. 
• Utilize analytics tools and data analysis techniques to track user engagement, conversion rates, customer behavior, and other relevant metrics.
• Generate reports, analyze trends, and identify opportunities for optimization and improvement. 

Optimization and Testing

• Conduct A/B testing, multivariate testing, and usability testing to optimize digital channels for maximum effectiveness and user satisfaction. Iterate designs, features, and content based on test results and user feedback to continuously improve performance and user experience. 

Compliance and Security

• Ensure that digital channels comply with relevant laws, regulations, and industry standards related to data privacy, security, accessibility, and digital rights management. 
• Implement measures to protect user data, secure transactions, and mitigate cybersecurity risks. 

Stakeholder Management and Collaboration 

• Collaborate with internal stakeholders, including marketing, sales, customer service, IT, and business units, to align digital channel initiatives with organizational objectives and priorities.
• Communicate progress, share insights, and solicit feedback to foster collaboration and support cross-functional alignment. 

Continuous Improvement and Innovation

• Stay abreast of emerging trends, technologies, and best practices in digital marketing, user experience design, and technology platforms. 
• Explore opportunities for innovation, experiment with new tools and techniques, and lead initiatives to drive continuous improvement and innovation in digital channel delivery.

IT Operations and Support

• Responsible for managing operations and service uptime of all platforms within Retail, Franchise and Field 
• Responsible for N-1 patch management for Apps, Portals and ChatBots
• Responsible for setting up SRE processes within the Digital Channels domain

QUALIFICATIONS

• Bachelor’s degree in engineering/technology/computer science or relevant field along with technical qualifications, or equivalent qualification(s). 
• At least Five (5) to Seven (7) years’ knowledge and experience in the relevant field. 
• Extensive experience in Digital Marketing, UX Design, Content Management Systems, and Data Analysis.
• Extensive experience in Tech strategic planning, IT delivery, organization design and development. 
• Solid technical background, with hands-on experience in automated; agile environments delivering infrastructure; monitoring and tooling. 
• Possess high professional and ethical standards. 
• Be a strategic thinker with an analytical mind.