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Requisition ID 289537 Date posted 09/03/2026 Role Purpose and Key Responsibilities Reporting to the Manager Digital Channels & Online Payments, the Specialist supports the execution, monitoring, and continuous improvement of M-Pesa digital channels and online payment solutions. The role coordinates day-to-day business activities, analyses channel and payment performance, supports product enhancements and partner initiatives, and helps deliver secure, reliable, customer-centric digital payment experiences. 1. Digital Channel Performance & Adoption – Support growth and adoption of M-Pesa digital channels. – Monitor channel performance, usage, revenue, and service availability. – Identify gaps and coordinate improvements. – Prepare performance reports and dashboards. – Support customer awareness and adoption initiatives. 2. Online Payments Support – Support growth of online payment solutions. – Monitor payment performance, revenue, and service issues. – Drive improvements in customer experience and usage. – Identify new online payment opportunities. – Support implementation of approved use cases. 3. Product Development & Innovation – Gather and validate business and customer requirements. – Support development of business cases and product enhancements. – Coordinate testing, launches, and post-launch reviews. – Maintain product documentation and trackers. – Monitor market trends and recommend improvements. 4. Partnership & Stakeholder Management – Support engagement with partners and digital ecosystem players. – Coordinate onboarding, testing, and issue resolution. – Track partner performance and commitments. – Collaborate with internal and external stakeholders to deliver initiatives. 5. Customer Experience & Service Management – Monitor customer feedback and service issues. – Coordinate resolution of customer-impacting incidents. – Recommend improvements to customer journeys and service reliability. – Maintain accurate customer and operational information. 6. Analytics & Commercial Performance – Analyse customer, transaction, and revenue data. – Support forecasting, business cases, and performance reporting. – Track initiative delivery and commercial outcomes. – Maintain accurate records for planning and review. 7. Governance, Risk & Compliance – Ensure compliance with regulatory and internal requirements. – Support required approvals and reviews. – Maintain audit and compliance documentation. – Escalate risks, control gaps, and service issues promptly. Professional Qualification and Skills – Bachelor’s degree in Business Administration, Economics, Finance, Marketing, Information Technology, Telecommunications, Engineering, or a related discipline. – Minimum of two years of relevant experience in digital products, digital payments, fintech, telecommunications, financial services, e-commerce, business development, product support, or a related field. – Practical experience supporting digital products, mobile applications, payment platforms, or digital customer channels. – Experience in business analysis, performance reporting, requirements documentation, testing, project coordination, or partner support. – Understanding of mobile money, digital payments, online commerce, virtual cards, application ecosystems, customer journeys, and platform-based business models is an advantage.
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🧠 Profil recherché At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you w