Job Title: Digital Channels Tech Lead
Hiring Organization: Safaricom
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Telecommunication
Job Type: Full
Time
Salary: KES
Date Posted: 04/25/2024
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.