Manager – Product Experience

Job Description

Reports To: Senior Manager – Digital Product Development and Support
Division: Digital Services

Mission

Drive world-class digital product experiences across digital services by embedding customer insight, usability, and consistency into scalable solutions that accelerate adoption, engagement, and revenue growth.

Role Overview

This role focuses on delivering user-centered digital products by combining UX expertise, product ownership, and data-driven decision-making. It requires close collaboration with cross-functional teams to design, build, and optimize seamless customer experiences across multiple digital channels.

Key Responsibilities

User Experience & Product Design

• Understand digital user needs through research and translate insights into simple, intuitive solutions
• Advocate for user-centered design using both qualitative and quantitative insights
• Apply design thinking and UX principles to create seamless, multi-channel customer experiences across SMS, USSD, OTA, IVR/OBD, RCS/RBM, mobile apps, and web
• Strengthen design quality through critiques and solving complex problems with clear, user-focused thinking

Product Management & Strategy

• Manage the end-to-end digital product lifecycle from ideation to launch to retirement, ensuring continuous improvement
• Act as Product Owner for multiple projects, working within agile squads and cross-functional teams
• Provide strategic input into business requirements across VAS, RMS, mobile advertising, and data monetization portfolios
• Own and maintain product roadmaps, including the Subscription Digital Manager and supporting platforms

Data, Insights & Optimization

• Analyze customer insights and market data to identify opportunities and inform product roadmaps
• Define and manage customer decisioning logic and personalization rules
• Conduct post-activity performance evaluations to refine strategies and improve outcomes
• Prepare weekly and monthly performance reports to guide decision-making
• Recommend enhancements to optimize performance, revenue growth, and operational efficiency

Project & Stakeholder Management

• Oversee planning, execution, and delivery of content development, distribution, and promotional initiatives
• Identify and manage project risks, ensuring proactive stakeholder communication
• Lead change management and communication to drive adoption of new initiatives
• Collaborate with business analysts, developers, product owners, and leadership teams

Platforms, Tools & Operations

• Lead the design and implementation of business and operational tools for content delivery
• Own and maintain business rules across digital platforms and portals
• Support mobile ads and campaign management teams in driving acquisition, adoption, and retention
• Ensure all products meet standards for cost efficiency, revenue assurance, security, performance, and scalability

Experimentation & Innovation

• Establish and manage A/B testing frameworks in collaboration with IT teams
• Monitor emerging technology trends and lifestyle innovations, recommending data-driven applications
• Drive continuous improvement and innovation across the digital services portfolio

Education

• Bachelor’s degree in Engineering, Computer Science, or a related field
• Agile Scrum, PMP, PSPO, or related certifications are an added advantage

Experience

Professional Background

• 6–13 years of relevant experience
• At least 2+ years in a management or Product Owner role within the telecoms or technology sector

Technical & Domain Expertise

• Proven experience in Agile software development environments
• Exposure to VAS, RMS, OTT applications, eCommerce platforms, fintech/payment solutions, or chatbots
• Strong understanding of user journey mapping and UX design principles
• In-depth knowledge of Agile processes and methodologies

Core Competencies

• Strong analytical and problem-solving skills
• Critical thinking and decision-making ability
• Effective collaboration and stakeholder management