Platform & User Experience Officer | Job in Rwanda

Platform & User Experience Officer 1. About Ecofleet Solutions Ltd. Ecofleet Solutions Ltd is a government-owned company mandated to transform and modernize public transport service delivery in the City of Kigali. Its mission is to enhance efficiency, reliability, and accessibility of the transport system through data-driven planning, route optimization, fleet management, and close coordination with stakeholders. By setting and enforcing service standards, Ecofleet ensures that Kigali’s growing population has access to safe, reliable, and commuter-friendly transport services. The company plays a strategic role in managing the city’s bus fleet, including planning renewals to maintain a modern and efficient system, while embracing green mobility solutions such as electric buses to align with Rwanda’s climate goals. Technology underpins Ecofleet’s operations through intelligent transport systems (ITS), GPS tracking, digital performance dashboards, and automated inspections that improve transparency and responsiveness. In addition, Ecofleet oversees shared transport infrastructure—depots, terminals, and bus stops—and manages a unified digital fare collection system that promotes cashless payments, standardizes fares, and ensures accountability. Together, these efforts position Ecofleet as a central driver of Kigali’s sustainable, smart, and integrated public transport future. 2. Purpose for Recruiting Ecofleet Solutions Ltd is seeking competent, self-motivated, and results-oriented individuals to join its team across various departments and roles. A skilled and solution-driven workforce is essential to supporting Ecofleet’s vision of delivering efficient, reliable, and commuter-friendly public transport services in Kigali. By fostering talent that aligns with innovation, operational excellence, and sustainability, Ecofleet ensures its services remain responsive, resilient, and future-ready. 3. Required Staff Job Title: Platform & User Experience Officer (1) Reports To: Chief Digital & Experience Officer (CDXO) Department: Digital & Experience Location: Kigali, Rwanda Job Type: Full-time 1. Role Summary The Platform & User Experience (UX) Officer is responsible for ensuring that Ecofleet’s digital platforms deliver seamless, intuitive, and reliable user experiences for both internal and external users. Reporting to the CDXO, the role focuses on optimizing customer-facing and operational digital systems, including mobile applications, web platforms, and internal tools. The Officer ensures that platform design, functionality, and performance align with user needs, operational realities, and Ecofleet’s digital strategy, ultimately enhancing service delivery and customer satisfaction. 2. Scope of the Role Oversee usability and performance of digital platforms (apps, web, internal systems) Design and implement user experience improvements across all digital touchpoints Gather and analyze user feedback to inform platform enhancements Ensure consistency in design standards, user journeys, and interface quality Support rollout and adoption of new digital platforms and features Bridge user needs with technical teams for continuous platform improvement. 3. Key Responsibilities Map and continuously improve end-to-end user journeys (passengers, drivers, dispatchers, internal users). Conduct user research, feedback collection, and usability testing. Define UX requirements and collaborate with developers/designers to implement improvements. Monitor platform performance, usability metrics, and user engagement. Identify friction points and propose solutions to improve accessibility, efficiency, and satisfaction. Ensure consistency in UI/UX standards across all Ecofleet digital platforms. Support development and rollout of mobile apps, booking systems, and digital service platforms. Work closely with the FMS Product Officer to ensure alignment between operational systems and user interfaces. Develop user guides, training materials, and onboarding support for new systems. Advocate for a user-centric approach in all digital initiatives. 4. Indicators of Success Improved user satisfaction and engagement across digital platforms. Reduced user complaints and friction points in digital journeys. High adoption rates of new digital tools and features. Consistent and intuitive user experience across platforms. Measurable improvements in platform usability and performance metrics. Strong alignment between user needs and system functionality. 5. Working Relationships Internal CDXO: Strategic direction on digital experience and platform priorities FMS Product Officer: Alignment between backend systems and user interfaces COO & Operations Teams: Feedback on operational usability (drivers, dispatch, depot teams) CFO: Payment systems, billing interfaces, and financial user flows CSEO: Sustainability-related user interfaces (e.g., energy usage visibility, green metrics) IT/Digital Teams: Platform development, UI implementation, and system improvements External UI/UX designers and digital agencies Software developers and platform vendors Customer feedback channels and research partners 6. Core Competencies & Skills Strong understanding of UX/UI design principles and user-centered design Ability to conduct user research and translate insights into improvements Analytical mindset with ability to interpret user behavior and platform data Familiarity with design and prototyping tools (e.g., Figma or similar) Strong communication and cross-functional collaboration skills Attention to detail and passion for high-quality user experiences 7. Values & Cultural Fit User-first mindset with focus on accessibility and inclusivity Commitment to innovation in digital mobility solutions Collaboration across technical and non-technical team Continuous improvement and curiosity Accountability and ownership of user experience outcomes 8. Qualifications & Experience Minimum: Bachelor’s degree in Design, Information Systems, Computer Science, or related field 3–5 years’ experience in UX/UI, digital platforms, or product experience roles Preferred: Experience in mobility, transport, fintech, or digital service platforms Strong portfolio demonstrating UX improvements and impact Experience with usability testing and user research methodologies Familiarity with analytics tools (e.g., Google Analytics, Hotjar, or similar) Understanding of mobile-first and low-bandwidth design environments

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