Reports to: Manager: Digital Payments & Online Channels
Department: Business Development
Function: M-Pesa Limited
Location: Dar es Salaam, Tanzania

Role Purpose:

• Develop and implement digital payment strategies aligned with the company’s overall goals.
• Conduct market research to understand customer needs and preferences.
• Manage the entire digital products lifecycle, from ideation to post-launch evaluation.
• Collaborate with cross-functional teams including IT, Customer Experience, and Marketing in the design and launch of new digital and online products and services.
• Enhance customer experience by gathering and analyzing feedback to drive continuous improvement.
• Develop and manage relationships with external partners.

Key Accountabilities and Decision Ownership:

• Maintain and drive the strategic roadmap for digital payment solutions to achieve maximum adoption and growth.
• Identify opportunities for innovation in the digital payments space—evaluate emerging technologies and pilot new solutions to assess their feasibility for integration into M-Pesa’s ecosystem.
• Continuously design and optimize digital and online solutions to improve user experience and functionality—analyze customer feedback and usage to identify and address pain points.
• Consistently track and analyze key performance metrics related to digital payments adoption, usage, and revenue—ensure reports are detailed and insightful enough for quick decision-making.
• Collaborate with GTM (Go-to-Market) teams in rolling out the overall GTM Strategy for digital solutions—develop and execute campaigns promoting digital payment solutions, educate customers on the benefits and usage of the solutions, and measure the effectiveness of these efforts to adjust GTM strategies as needed.

Core Competencies, Knowledge, and Experience:

• Strong stakeholder management skills.
• Must be a critical thinker, innovative, and agile.
• Ability to manage projects, multiple tasks, and priorities effectively.
• Strong customer service and experience orientation.
• Excellent analytical and problem-solving skills—familiarity with data analysis tools and techniques.

Technical/Professional Qualifications:

• Bachelor’s degree in Business Administration, Economics, Marketing, Finance, or a related field.
• Understanding of digital payment ecosystems and mobile financial services.
• Minimum of 2 years of working experience in a fast-paced industry (e.g., telecommunications, FMCG).
• Strong communication and interpersonal skills.
• Ability to work effectively in a fast-paced and dynamic environment.
• Flexibility in working hours may be required to meet project deadlines.

Key Performance Indicators:

• Overachieve overall growth in the adoption of digital payment channels and reduce churn rate as per the company target.
• Develop strategic partnerships that enhance the digital ecosystem.
• Project management—reduce the time to market for new product launches and feature enhancements.