Senior Manager: Digital Experience & Enablement at MTN

Mission/ Core purpose of the Job

The Senior Manager: Digital Experience & Enablement is responsible for the digital experience & enablement with the Finco brand across both mobile and emerging platforms. The Senior Manager will champion and drive user behaviours on mobile technologies through leading and overseeing the integration between user experience design and the constant development and implementation of Finco’s digital channels user interface across multiple online interfaces, (including mobile app, web, USSD) and segments (consumers, agents, merchants, SMEs, developers).
As part of the leadership team, the Senior Manager is responsible to contribute to Finco’s overall strategic goals, to achieve profitable growth, and to continuously improve the operations performance.

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)

Strategy Development and Implementation

• Lead the creation of the digital experience strategy in line with the overarching business goals
• Ensure effective implementation of the strategy by means of providing direction, structure, frameworks, models, plans and roadmaps
• Cascade and communicate overall Strategy and Business Plan
• Oversee the translation of the Digital Experience framework into the UX/UI strategy and implementation into the operational initiatives and plans and drive execution
• Review and oversee the detailed UX/UI plans across all digital channels

Operational Delivery

• Manage and oversee collaborative efforts between Product lead in Group Finco, and respective Opco product leads.
• Develop the Digital Experience strategy, framework and minimum global standards
• Gather and evaluate user requirements, in collaboration with product managers and engineers
• Illustrate design ideas using storyboards, process flows and sitemaps
• Review and oversee development of graphic user interface elements, like menus, tabs and widgets
• Review and design digital product and communication artefact such as icons, banners etc.
• Collaborate with Brand & marketing team to ensure adherence to branding guidelines
• Review and develop UI mock-ups and prototypes that clearly illustrate how sites function and look like
• Create original graphic designs (e.g. images, sketches and tables)
• Prepare and present rough drafts to internal teams and key stakeholders
• Review issues ensure resolution & troubleshooting UX problems (e.g. responsiveness)
• Conduct layout adjustments based on user feedback
• Adhere to style standards on fonts, colours and images
• Collaborate with product owners to conduct user research & user journeys
• Lead the development and oversee implementation of methodologies to design consumer centric digital products value propositions
• Ensure prioritisation of projects by analyzing the business impact and resources availability
• Oversee the execution of customer research to support rationale for product development and positioning within the marketplace
• Ensure that competitor actions and positioning is analyzed, to keep the Finco strategy ahead of competition
• Manage and lead product definition and pricing frameworks and provide input and guidance to OpCo Finco
• Ensure all insurance products are carefully tested for insurance risk appetite that works for Finco.

Governance

• Operational, Tactical and Strategic Meetings
• Participate in strategic meetings, ensure relevant participation, and provide guidance and input in the various discussions. Solicit feedback and input from
• UX/UI managers and specialists and OpCo Finco.
• Drive adequate risk mitigation and controls and elicit inputs from relevant parties
• Request relevant budget for internal projects
• Prepare proposal on change initiatives, policies, and procedures

Escalations

• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery

Tactical

• Craft all projects initiated (internal or global)

Job Requirements (Education, Experience and Competencies)

Education

• Minimum of 4 year tertiary degree in Information Technology/Computer Science/Engineering or related field
• MBA or Masters (advantageous)

Experience

• Manager track record of 4 years or more; with at least 3 years’ experience in a UX/UI design role
• Minimum of 7 years of experience in Fintech, telecommunications, insurance, banking, mobile money
• Experience in Digital User Experience design and management
• Experience with design software and wireframe tools
• Experience in a variety of interactive design formats & methodologies – including; websites, software applications, mobile UI UX and apps, installations, immersive experiences and touch/voice/gesture-based interaction.
• Demonstrate leadership experience on projects that have successfully merged design and technology to create stunning, interactive, user-centered solutions
• Exceptional design sense and design strategy with the ability to provide clear, critical design reviews to project teams
• Experience in ecommerce and electronic payment business is advantageous
• Experience with coding using HTML, CSS and comparable languages is advantageous
• Entrepreneurial spirit, self-driven and ability to motivate a fast-paced team
• Worked across diverse cultures and geographies
• Pan Africa multi-cultural experience is advantageous

Competencies
Functional Knowledge:

• Understanding of FinTech, banking, microfinance and payment businesses
• Mobile interface design
• Digital User Experience design
• User Stories & Journey design
• App UX design and enablement ( Functional & Technical)
• Knowledge of user-centred design principles
• Knowledge of psychology and/or anthropology (as it pertains to UX principles)
• Knowledge of wireframe tools (e.g. Wireframe.cc and InVision)
• UX/UI design
• Agile practices
• Design software/s
• Software development and coding languages

Skills

• Business Acumen
• Analytics and Interpretation
• Strategic Thinking
• Organizational Agility
• Digital mind-set
• Dealing with ambiguity and complexity
• Decision Making
• Conflict Management
• Negotiation
• Financial and Numerical