About The Role

Why Airtel Africa?

At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.

We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.

By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.

Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

Digital Channel Strategy & Growth

Develop and execute the Airtel Money digital channel strategy aligned with business objectives
Drive adoption and usage of digital channels across customer segments
Identify opportunities to digitize customer journeys and reduce dependency on assisted channels
Conduct customer and market research to identify trends, gaps, and new opportunities
Define channel growth plans aimed at increasing active users, transaction volumes, and revenue
Benchmark Airtel Money digital channels against industry best practices and competitor offerings

Digital Channel Management & Optimization

Manage end-to-end lifecycle of Airtel Money digital channels and services
Define channel requirements, business cases, user stories, and enhancement roadmaps
Monitor channel performance and customer feedback to continuously improve customer experience
Ensure availability, reliability, and usability of all digital channels
Drive implementation of new features, products, and services across digital platforms
Track and improve digital customer journeys, conversion rates, and transaction success rates

Customer Experience & Engagement

Collaborate with Customer Experience teams to enhance user journeys
Improve customer onboarding and self-service experiences
Analyze customer behavior and transaction data to identify optimization opportunities
Work with Marketing and Usage & Retention teams to design campaigns that drive engagement and repeat usage
Support customer education and awareness initiatives for digital services

Partner & Stakeholder Management

Collaborate with Technology, Product, Marketing, Finance, Legal, and Compliance teams for successful channel delivery
Manage relationships with channel partners, fintechs, aggregators, and solution provider
Coordinate implementation of third-party integrations and digital ecosystem partnerships
Participate in vendor evaluations and support negotiation of digital service agreements

Compliance, Governance & Risk Management

Ensure digital channel operations comply with regulatory, risk, security, AML, KYC, and internal governance requirements
Support audits and regulatory reviews related to digital channels
Identify and mitigate operational risks affecting digital service delivery
Ensure customer data privacy and security standards are maintained

Performance Management & Reporting

Conduct daily, weekly, and monthly performance reviews
Monitor KPIs including adoption rate, active App users, transaction volumes, transaction values, conversion rates, and revenue
Develop dashboards and management reports on channel performance
Drive continuous improvement initiatives based on data insights
Prepare business performance reviews and strategic recommendations
Undertake any other duties assigned by the line manager

Educational Level

Bachelor’s in business administration, Marketing, Information Technology or Equivalent fields

Relevant Experience

3-year experience in Digital Channels, Product Management, Digital Financial Services, Fintech and Mobile Money
Proven experience driving customer adoption and growth of digital platforms
Experience working with mobile applications, USSD channels, APIs, and digital ecosystems
Strong understanding of customer experience design and digital customer journeys
Experience in data analysis and performance management
Knowledge of Agile delivery methodologies and digital product tools
Strong stakeholder management and communication skills
MBA or professional financial certification is an added advantage