Specialist – Digital Channels (App, USSD, Web) job at MTN Mobile Money | Apply Now

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.