Specialist – Digital Channels (App, USSD, Web)

Job Description

Job Description

Mission/ Core purpose of the Job 

• To oversee the strategic design, delivery, and performance of MTN MoMo’s digital service channels—App, USSD, and Web. This role involves ensuring seamless user journeys, high uptime, regulatory compliance, and continuous improvement

Responsibilities

Main Job Functions:

Strategy Implementation

• Execute and adapt channel strategies aligned with functional roadmaps and business dynamics

Operational Delivery

The role is accountable for the following work area outcomes:

• Channel Operations & Lifecycle
  • Manage App, USSD, and Web service lifecycle—from launch through enhancements, optimisation, or rationalisation.
  • Monitor performance, uptime, usage analytics, and customer feedback for each channel.
• Strong understanding of UI/UX principles and experience with design
  • Design wireframes, prototypes, and high-fidelity mockups for web and mobile applications
  • Conduct user research, usability testing, and gather feedback to inform design decisions
  • Collaborate with cross-functional teams to translate requirements into innovative design solutions
  • Stay updated with industry best practices, trends, and emerging tools in UI/UX design
  • Advocate for user-centered design principles throughout the product development lifecycle
• Analytics & Insights:
  • Conduct data analytics to identify trends, usage gaps, and growth opportunities in digital channels.
  • Deliver periodic dashboards on performance metrics (e.g. usage rates, conversion, error volumes, revenue per channel).
• Operational Excellence & Issue Resolution
  • Implement robust escalation and incident management protocols; ensure high service availability and seamless user experience .
  • Coordinate with technical and customer support teams to drive resolution of channel issues.
• Partner & Tech Collaboration
  • Liaise with vendors, development teams, and internal stakeholders to support technical channel upgrades and new feature roll‑outs.
• Planning & Execution
  • Support joint planning initiatives with commercial teams to deliver channel improvements.
  • Execute initiatives to reduce costs, rationalise channel design, and enhance productivity .
• Reporting & Governance
  • Report channel performance daily and monthly to functional lead.
  • Support governance activities: SLA/KPI reviews, risk assessments, policy compliance, and adherence to MTN Fintech DOA.
• Knowledge of digital marketing, web analytics, and channel automation tools

Governance 

Strategic Meetings

• Participate in periodic strategic and operational meetings relevant to service channels (e.g., product reviews, technology forums, operational risk meetings).
• Contribute to OpCo-wide transformation initiatives, especially those impacting customer-facing service platforms.
• Support the Senior Manager Product Delivery & Innovation  in aligning digital channel governance with overall business and product strategy.

Escalations

• Proactively escalate unresolved technical or user-impacting issues to the Chief Product Officer or designated function leads.
• Flag potential risks or gaps that could lead to SLA breaches, reputational damage, or customer dissatisfaction.

Function Tactical

• Execute tactical initiatives related to the management and optimization of digital service channels (App, USSD, Web) as directed by the Chief Product Officer.
• Support the implementation of short- and medium-term enhancements to service channels to meet business targets, improve customer experience, and reduce operational friction.
• Align service channel capabilities with customer journeys, product workflows, and overall Fintech ecosystem needs (e.g., integrations with payments, savings, lending, and merchant platforms).
• Ensure that each enhancement or change in service channel functionality is well-documented, tested, and deployed with minimal disruption to users.
• Maintain alignment between day-to-day digital operations and longer-term product roadmap objectives, including upcoming launches or compliance mandates.
• Work closely with relevant cross-functional stakeholders (Product, Technology, Customer Support, Risk, etc.) to:
• Deliver feature releases and UI/UX improvements.
• Execute incident response plans for service interruptions.
• Improve speed and accuracy of customer transactions on App, USSD, and Web platforms.
• Track and document key risks, issues, and dependencies within the digital channels and define mitigation actions.
• Contribute to the preparation of tactical documentation including:
• Business cases for channel improvements.
• User flow or journey maps.
• Test case results or launch readiness checklists.
• Participate in vendor and partner performance reviews related to digital delivery or customer access platforms.
• Implement feedback loops from internal analytics and customer service inputs to guide tactical adjustments on live channels.

Performance

• Regularly track, report, and evaluate SLAs, KPIs, and incident response times for each service channel.
• Collaborate with internal teams (especially Technology, Risk, and BI) to continuously refine performance baselines and optimize user experience.

Reporting

• Provide regular updates to the Chief Product Officer on channel performance, uptime, customer usage, and key incidents.
• Support the preparation of monthly dashboards and performance reports.
• Submit ad-hoc reports for audits, regulatory reviews, or strategic decisions.
• Coordinate with Business Intelligence and Technology teams to ensure accurate reporting metrics.

Budgets

• Monitor and manage the operational budget for App, USSD, and Web service channels.
• Ensure expenditures align with approved budgets and business objectives.
• Track variances and provide justifications for overspend or underspend.

Support planning and budgeting for new feature development or platform upgrades.

Qualifications

Education:

• A bachelor’s degree is required in any of the following disciplines:
• Computer Science
• Information Technology
• Information Systems
• Telecommunications Engineering
• Business Computing
• Or a related technical or digital field
• A master’s degree in technology management, Business Administration (MBA), Digital Transformation, or Innovation Management is a strong advantage and demonstrates strategic leadership potential.
• Professional certifications are highly recommended and may include:
• Project Management certifications such as PMP, PRINCE2, or Agile/Scrum frameworks
• ITIL Foundation (for service management and continuous improvement)
• Digital Product Management
• UI/UX Design certifications (e.g., General Assembly, Coursera, or Google UX)
• Mobile App Development or USSD platform training from recognised institutions or vendors
• Ongoing participation in digital channel optimisation, customer experience design, or fintech service delivery courses is encouraged to stay current with evolving industry trends.

Experience:

• 2 years overall experience, with at least 1 year managing digital channels (App, USSD, web) in fintech, mobile money, telecom, or digital banking environments.
• Demonstrated ability to manage technical channel delivery, refine operations, and drive business insights.
• Exposure to fintech/regulatory compliance contexts and working across multicultural or matrixed structures is advantageous

Functional Knowledge: 

• Digital/mobile payment channels, USSD platforms, web and app ecosystem operations
• Channel lifecycle management, partner/vendor management, service monitoring
• Analytics (usage, support logs, SLA/KPI), dashboards, and performance improvement frameworks

Skills

• Analytical and problem-solving mindset, data-driven decision-making
• Strong communication and stakeholder engagement abilities
• Process improvement orientation, ability to work under pressure
• Project coordination, escalation management, operational discipline

NB: Presentation of false academic documents and certification will lead to criminal prosecution. Any form of canvassing will lead to automatic disqualification. Should you not hear from us within fourteen (14) days from the closing date of this advertisement, you may consider your application to be unsuccessful.

Female candidates are strongly encouraged to apply.

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