Internship | Job Vacancies at Safaricom PLC

Safaricom PLC is Kenya’s leading telecommunications and technology company, delivering innovative mobile, broadband, fibre, cloud, enterprise, and digital financial solutions that connect millions of individuals and businesses. Founded in 1997 and headquartered in Nairobi, the company is listed on the Nairobi Securities Exchange (NSE) and is widely recognized for pioneering M-PESA, one of the world’s leading mobile money platforms. Guided by its purpose of transforming lives, Safaricom continues to drive digital inclusion, innovation, and sustainable development across Kenya and the region. The company offers diverse career opportunities in technology, engineering, cybersecurity, data science, finance, customer experience, marketing, sales, operations, human resources, legal, and corporate services, making it one of the region’s most sought-after employers.

HoD Digital Business Support Systems at Safaricom PLC

Job Description

Job Description

Reporting to the Chapter Lead – Digital IT, the HoD Digital Business Support Systems will provide strategic planning, modernization leadership, and operations excellence for the Business Support Systems (BSS) domain. The role drives the end-to-end delivery of agile, AI-enabled BSS that enable customer acquisition, revenue management, and digital service evolution across Revenue Management, Value Added Services (VAS), Enterprise Integration, Contact Centre, Order Management, and Financial Reporting.

The role holder champions the shift from monolithic legacy platforms to simplified, cost-efficient, cloud-native, AI-native, TMF Open API-compliant architectures; leads the transformation to intelligent, predictive CARE and digital self-service; and accelerates time-to-market through composable platforms, reusable templates, and centralized SRE. Working with the senior executive team, business leaders, and external partners, the role ensures systems and services are reliable, secure, scalable, and future-proof — delivering operational discipline, commercial enablement, and superior customer experience across the full lifecycle.
 

Responsibilities

• BSS Modernization & Platform Strategy – Lead the transformation from complex monolithic platforms to simplified, cost-efficient, cloud-native BSS. Define and execute the 3-year technical roadmap (LRP) ensuring TMF Open API compliance, AI-native architecture, and composable platform design. Own architecture standards for BSS, VAS, and integration platforms. Drive vendor selection, partnership strategy, and data governance.
• Intelligent CARE & Digital Customer Experience – Transform fragmented channel tools into digital-first, AI-driven self-service CARE platforms. Embed AI, automation, and agentic systems to execute customer events including predictive CARE. Enable converged customer care platforms (Customer 360 / MDM) and intelligent, insights-led GTM tooling for trade, retail, and marketing.
• Agile Delivery & Time-to-Market Acceleration – Shift from ticket-based waterfall delivery to composable modern platforms supporting weekly releases with automated regression and testing. Drive reusable artefacts built centrally and shared across Tribes. Reduce time-to-market by >30% through “build once — use many” templates. Ensure 100% delivery yield on all PI commitments.
• Centralized SRE & Operational Excellence – Establish and lead centralized Platform & SRE squads enabling 24/7 maintenance, predictive ops, and zero-touch operations for all business squads. Ensure >99.99% system availability and MTTR <30 minutes. Drive AIOps, business continuity planning, and operational excellence programmes.
• Financial, Governance & People Leadership – Manage departmental CAPEX (approx. KES 5B) and OPEX (approx. KES 2B) budgets with zero revenue leakage and zero overdue audit issues. Drive agile adoption, squad structure design, and chapter development. Ensure compliance with Safaricom policies and ISO standards.Customer Obsession
• Deepen team connection to our customers and communities.
• Foster authentic relationships with customers and partners that build trust.
• Explicitly take customer-centric decisions and take personal ownership to achieve results.
• Simplify processes through digitalisation and promote a digital mindset and digital first customer experience.
• Stay focused on the big priorities, know when to make meaningful trade-offs and demonstrate brilliant execution.Purpose
• Create an inspiring vision for your team to drive strategy and performance.
• Show ambition and courage, empowering others to go beyond the plan.
• Bold and challenge teams to reimagine how things are done.
• Prompt new thinking and ideas by asking “what if” questions.
• Use knowledge of the external environment (customers, partners, competition, external bodies) to identify and act on opportunities for growth at pace.Innovation
• Create psychological safety so everyone can have an impact.
• Fuel innovative ideas from others and test them to enable growth.
• Explore successes and failures with curiosity and resilience; fearlessly recognizing lessons learned.
• Share your ongoing learning and personal purpose with others.
• Learn fast from digital adoption, using learnings to drive simplicity, scale and efficiency.
   Collaboration
• Articulate your team’s role in making our strategy happen, prioritizing and aligning resources with current and future needs.
• Actively collaborate to break silos and hold your team accountable to do the same.
• Develop others to make the most of their talents and coach them to take ownership to get things done.
• Create an inclusive environment ensuring the safety and wellbeing of others.
• Live our Purpose and demonstrate the highest Standard of integrity.Health and Safety
• Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
• All employees have a responsibility to adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions

Qualifications

• Degree in Information Services, BSc Computer Sciences, BSc Electrical Engineering (or similar tertiary qualification)
• Over 10 years management experience, in a technical delivery and operations domain. 
• Experience leading Business Support Systems (Planning, Delivery and Operations)
• Knowledge of Billing and VAS products and services.
• Knowledge of Enterprise Integration
• Approving and monitoring of Departmental Opex and Capex budget  (CAPEX – KES 5B and OPEX KES 2B)

Apply: Safaricom Candidate Experience site

Lead Fintech Oversight & Governance at Safaricom Plc

Job Description

Reporting to the Group Chief Corporate & External Affairs Officer, the Lead Fintech Oversight & Governance is accountable for leading Safaricom’s regulatory strategy and institutional engagement framework across its digital financial services and fintech ecosystem, ensuring sustainable innovation, regulatory resilience, and long-term license to operate within an increasingly complex financial services landscape.

The role shapes and executes a forward-looking regulatory agenda covering digital payments, credit, savings, interoperability, open banking, data governance, AI-enabled financial services, and emerging fintech models. It drives proactive, structured engagement with the Central Bank of Kenya (CBK) and other domestic, regional, and global financial regulators to secure timely approvals, influence policy direction, and manage systemic regulatory risk.

The role embeds regulatory foresight into product design, commercial strategy, and platform expansion by partnering closely with M-Pesa, Financial Services, Technology, Risk, Compliance, Legal, Strategy, and Innovation teams. It ensures that regulatory considerations are integrated early in innovation cycles, accelerating time-to-market while safeguarding prudential integrity and consumer protection standards. Through disciplined horizon scanning, regulatory scenario planning, and fintech intelligence capability, the role anticipates shifts in prudential regulation, financial inclusion policy, digital identity, cross-border payments, embedded finance, and platform governance. It translates early signals into structured engagement strategies that protect revenue continuity, unlock new growth opportunities, and strengthen Safaricom’s credibility as a trusted financial ecosystem player.

The Lead Fintech Oversight & Governance safeguards Safaricom’s financial services license to operate while enabling strategic growth ambitions, positioning Safaricom as a responsible fintech leader within Kenya and across its subsidiary markets.

The Lead Fintech Oversight & Governance is accountable for shaping Safaricom’s external regulatory strategy, influencing policy direction and maintaining strategic relationships with financial regulators to secure and sustain the Group’s licence to operate. The role anticipates regulatory change, secures regulatory approvals, influences policy outcomes and provides regulatory guidance to the Financial Services business and regulated subsidiaries. It does not own operational execution of regulatory requirements within Financial Services.

Therefore, the Lead Fintech Oversight & Governance is strategically accountable for:

• Fintech Regulatory Strategy & Framework: Lead the development and execution of Safaricom’s end-to-end fintech regulatory strategy, ensuring alignment with commercial ambitions, evolving financial sector policy, and prudential requirements across digital financial services.
• Regulatory & Central Bank Engagement: Drive structured, senior-level engagement with the Central Bank of Kenya and other financial regulators to secure approvals, shape regulatory interpretation, and proactively manage systemic regulatory risk.
• License to Operate & Prudential Governance: Safeguard Safaricom’s financial services license to operate by ensuring robust compliance positioning, regulatory readiness, and alignment with consumer protection, capital, and operational risk expectations.
• Fintech Policy Shaping & Industry Influence: Influence national and regional fintech policy development through evidence-based submissions, coalition building, and structured stakeholder engagement to enable innovation and financial inclusion.
• Product & Innovation Regulatory Enablement: Embed regulatory foresight into product design, commercial planning, and new fintech initiatives to accelerate time-to-market while mitigating regulatory exposure.
• Horizon Scanning & Regulatory Intelligence: Establish forward-looking regulatory intelligence capability to anticipate shifts in digital finance, open banking, interoperability, AI-driven services, and cross-border financial models.
• Cross-Functional Regulatory Integration: Partner with M-Pesa, Financial Services, Technology, Risk, Legal, Compliance, and Strategy teams to ensure regulatory considerations are integrated into enterprise decision-making and transformation initiatives.
• Subsidiary Oversight, Governance & Enablement: Provide structured oversight and strategic support to subsidiaries, ensuring alignment to Group standards while enabling effective local execution within market context.
• Risk, Governance & Control Ownership: Embed and maintain effective risk, governance, compliance, and control practices within the function by proactively identifying and mitigating operational, regulatory, financial, people, technology, and reputational risks. Ensure adherence to internal policies, regulatory requirements, audit actions, and enterprise governance frameworks while driving accountability, ethical practices, and a strong controls environment across all areas of responsibility.

Anchored in Safaricom’s ambition to lead Africa’s digital financial services evolution, the role ensures Safaricom engages regulators from a position of credibility, preparedness, and strategic influence, enabling growth with regulatory confidence rather than constraint.

Responsibilities

Health and Safety

• Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
• All employees have a responsibility to adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions.

Fintech Regulatory Strategy & Framework

• Develop and continuously refine Safaricom’s integrated fintech regulatory strategy aligned its ambitions and digital financial services expansion.
• Define the regulatory positioning across payments, credit, savings, interoperability, open banking, embedded finance, and emerging fintech models.
• Translate regulatory obligations into structured operating frameworks that enable innovation while maintaining prudential integrity.
• Lead regulatory scenario planning to assess impact of policy shifts on revenue, product pipelines, and capital exposure.
• Ensure alignment between regulatory strategy and commercial growth priorities across M-Pesa and broader DFS portfolios. 

Regulatory & Central Bank Engagement

• Lead structured, senior-level engagement with the Central Bank of Kenya and other financial regulators to secure licenses, approvals, and product clearances.
• Build and maintain trusted institutional relationships that strengthen Safaricom’s credibility as a responsible fintech ecosystem player.
• Oversee preparation of high-quality regulatory submissions, impact assessments, and consultation responses.
• Manage complex regulatory negotiations, inspections, and supervisory reviews.
• Escalate and manage emerging regulatory risks at executive and Board level where required.

License to Operate & Prudential Governance

• Safeguard Safaricom’s financial services license to operate through proactive regulatory compliance positioning and oversight.
• Ensure alignment with prudential requirements including capital adequacy, consumer protection, data governance, AML/CFT, and operational resilience standards.
• Partner with Risk, Compliance, and Legal to manage regulatory findings, remediation plans, and supervisory commitments.
•  Monitor evolving supervisory expectations and embed regulatory readiness into business processes.
• Provide executive assurance on regulatory exposure and mitigation strategies. 

Fintech Policy Shaping & Industry Influence

• Shape national and regional fintech policy outcomes through evidence-based advocacy and structured stakeholder engagement.
• Represent Safaricom in industry coalitions, regulatory forums, and multi-stakeholder policy platforms.
• Develop policy position papers that align commercial objectives with public interest and financial inclusion goals.
• Influence emerging frameworks in digital identity, interoperability, open finance, cross-border payments, and AI-enabled financial services.
• Strengthen Safaricom’s positioning as a strategic partner in Kenya’s digital transformation and economic development agenda.

Product & Innovation Regulatory Enablement

•  Embed regulatory foresight into product ideation, development, and commercialization cycles.
• Provide early regulatory advisory to accelerate time-to-market for new fintech propositions.
• Evaluate regulatory implications of new business models, partnerships, and platform expansions.
• Partner with Product, Technology, and Commercial teams to structure compliant yet competitive solutions.
• Reduce regulatory-driven delays through structured engagement and pre-consultation mechanisms.

Horizon Scanning & Regulatory Intelligence

• Establish fintech regulatory intelligence capability to monitor local, regional, and global policy developments.
• Identify early signals in financial services reform, prudential regulation, digital currency, and AI governance.
• Conduct impact analysis to quantify potential revenue, operational, and reputational exposure.
• Develop forward-looking regulatory roadmaps aligned to enterprise growth ambitions.
• Provide strategic briefings to Executive Leadership on anticipated regulatory shifts.

Cross-Functional Regulatory Integration

• Serve as the central regulatory interface across M-Pesa, Financial Services, Technology, Risk, Compliance, Legal, and Strategy functions.
• Align regulatory positioning across product, commercial, and operational workstreams.
• Embed regulatory risk management within transformation programs and platform modernization initiatives.
• Drive enterprise-wide awareness of regulatory implications in strategic decision-making.
• Ensure regulatory considerations are integrated into investment and expansion decisions.

Subsidiary & Regional Regulatory Oversight

• Provide strategic regulatory oversight and guidance to subsidiary markets, including Ethiopia and future fintech expansions.
• Ensure alignment of regulatory strategy across markets while adapting to local supervisory frameworks.
• Support cross-border regulatory engagements for regional fintech initiatives.
• Monitor regulatory exposure across markets and escalate systemic risks.
• Strengthen governance and capability building within subsidiary regulatory teams.

Subsidiary Oversight, Governance & Enablement

• Define and drive a Group-wide framework for corporate and external affairs across subsidiaries, ensuring alignment to Safaricom’s strategy, policies, and governance standards.
• Establish clear governance cadence including regular engagement forums, reporting structures, and escalation mechanisms across subsidiary markets.
• Provide strategic advisory and on-the-ground support to subsidiaries on regulatory, public affairs, PR, and stakeholder engagement priorities.
• Ensure consistency in policy positioning, stakeholder engagement approaches, and corporate reputation management across all markets.
• Support subsidiaries in navigating complex regulatory and political environments, including proactive risk identification and mitigation.
• Enable capability building within subsidiary teams through knowledge transfer, playbooks, and shared best practices.
• Monitor and track subsidiary performance against defined corporate and external affairs KPIs, highlighting risks and intervention areas.
• Strengthen coordination between Group and in-country teams to ensure seamless execution of cross-market initiatives and strategic priorities.

Core competencies, knowledge and experience:
Customer Obsession

• Deepen team connection to our customers and communities.
• Foster authentic relationships with customers and partners that build trust.
• Explicitly take customer-centric decisions and take personal ownership to achieve results.
• Simplify processes through digitalization and promote a digital mindset and digital first customer experience.
• Stay focused on the big priorities, know when to make meaningful trade-offs and demonstrate brilliant execution.

Purpose

• Create an inspiring vision for your team to drive strategy and performance.
• Show ambition and courage, empowering others to go beyond the plan.
• Bold and challenge teams to reimagine how things are done.
• Prompt new thinking and ideas by asking “what if” questions.
• Use knowledge of the external environment (customers, partners, competition, external bodies) to identify and act on opportunities for growth at pace.

Innovation

• Create psychological safety so everyone can have an impact.
• Fuel innovative ideas from others and test them to enable growth.
• Explore successes and failures with curiosity and resilience; fearlessly recognizing lessons learned.
• Share your ongoing learning and personal purpose with others.
•  Learn fast from digital adoption, using learnings to drive simplicity, scale and efficiency.

Collaboration

• Articulate your team’s role in making our strategy happen, prioritizing and aligning resources with current and future needs.
• Actively collaborate to break silos and hold your team accountable to do the same.
• Develop others to make the most of their talents and coach them to take ownership to get things done.
•  Create an inclusive environment ensuring the safety and wellbeing of others.
• Live our Purpose and demonstrate the highest Standard of integrity.

Qualifications

• Bachelor’s degree in Law, Finance, Economics, Public Policy, Banking, Business Administration, or related field from a recognised institution.
•  Master’s degree in Finance, Banking, Public Policy, Business Administration, Law, or related discipline (strongly preferred).
• 10–15 years’ progressive experience in financial services regulation, digital financial services, fintech policy, banking supervision, or regulatory advisory roles.
• Minimum 5 years operating at senior management level within a regulated financial institution, fintech, central bank, regulatory authority, or advisory environment.
• Strong understanding of Central Bank of Kenya (CBK) regulatory frameworks, including payments systems, prudential standards, consumer protection, AML/CFT, and digital finance supervision.
• Demonstrated experience managing regulatory approvals for new financial products, partnerships, or operating model changes.
• Deep understanding of digital financial services ecosystems including mobile money, open banking, APIs, interoperability, lending, data governance, and AI-driven financial models.
• Proven ability to analyse regulatory frameworks and translate supervisory expectations into commercially viable solutions.
• Experience engaging senior regulatory officials and participating in structured supervisory discussions.
• Strong commercial acumen, ability to balance regulatory compliance with growth enablement and product scalability.
• Demonstrated ability to operate with high discretion, judgment, and political sensitivity in high-stakes regulatory environments.
• Excellent analytical, drafting, and executive communication capability.

Apply: Safaricom Candidate Experience site Careers

Financial Planning & Analysis Manager (Planning & Modelling) at Safaricom Plc

Job Description

Reporting to the Senior Manager Financial Planning & Analysis the role holder will play a critical role in supporting business performance through budgeting, forecasting, long-range planning (LRP), management reporting, financial modelling, performance analysis, and business partnering.
The role is responsible for translating financial and operational data into actionable insights that support executive decision-making, capital allocation, strategic planning, and performance management. The successful candidate will possess a strong commercial mindset, advanced financial modelling capabilities, and the ability to influence business decisions through data-driven insights. Key responsibilities align with P&L forecasting, cashflow forecasting, LRP development, scenario analysis, executive communication and business partnering
 

Responsibilities

Health and Safety

•  Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
• All employees have a responsibility to adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions.

Financial Planning & Forecasting

• Support the preparation and consolidation of annual budgets, quarterly forecasts, and long-range plans (LRPs).
• Develop and maintain integrated financial models covering revenue, operating costs, EBITDA, profitability, cashflow, and capital expenditure.
• Coordinate forecast submissions across business units and ensure alignment to strategic objectives.
• Perform driver-based forecasting and sensitivity analysis to evaluate financial outcomes under various scenarios.
• Monitor forecast accuracy and provide recommendations to improve planning effectiveness.

Management Reporting & Performance Analysis

• Produce monthly, quarterly, and annual management reports.
• Deliver insightful variance analysis comparing Actuals, Budget, Forecast, and Prior Year performance.
• Identify key business drivers impacting revenue growth, profitability, cashflow, and return on investment.
• Develop executive-level dashboards and KPI reporting.
• Present financial performance trends and implications to senior management. 

Business Partnering

• Partner with Commercial, Technology, Operations, Enterprise, and Support Functions to provide financial decision support.
• Challenge assumptions and ensure business initiatives are supported by robust financial analysis.
• Support pricing reviews, business cases, investment proposals, and strategic initiatives.
• Influence stakeholders through data-driven insights and recommendations.
• Act as a trusted advisor on performance management and financial implications of business decisions.

Long-Range Planning & Strategy Support

• Support development and maintenance of multi-year strategic plans and long-range financial outlooks.
• Assess business opportunities, investment cases, and growth initiatives.
• Translate strategic initiatives into financial plans and measurable performance targets.
• Evaluate revenue growth, margin expansion, cash generation, and investment affordability.

Cashflow & Investment Analysis

• Develop and maintain cashflow forecasts and liquidity projections.
• Monitor working capital performance and identify improvement opportunities.
• Support capital expenditure planning, prioritization, and investment reviews.
• Evaluate funding requirements and free cashflow generation.
• Perform post-investment reviews to assess business case realization.

Financial Modelling & Scenario Analysis

• Build robust and auditable financial models.
• Conduct sensitivity analysis and scenario planning to assess financial risk and opportunities.
• Evaluate downside and upside scenarios and recommend mitigation actions.
• Support strategic decision-making through advanced modelling techniques.

Continuous Improvement

• Drive improvements in FP&A processes, tools, and reporting capabilities.
• Enhance automation and data analytics within planning and reporting processes.
• Support finance transformation initiatives and adoption of best practices.
• Improve data quality, consistency, and governance across planning cycles.

Core competencies, knowledge and experience:

Technical Competencies
Financial Expertise

• Advanced financial modelling
• Budgeting and forecasting
• Long-range planning (LRP)
• Management reporting
• Variance analysis
• Business case development
• Capital investment analysis
• Cashflow forecasting
• Scenario and sensitivity analysis

Systems & Tools

• Advanced Microsoft Excel
• ERP and HFM platforms (e.g., Oracle, SAP, Hyperion, OneStream, Anaplan)
• PowerPoint and executive presentation development

Behavioural Competencies

• Commercial Acumen: Ability to interpret business performance drivers and convert analysis into actionable recommendations.
• Analytical Thinking: Strong problem-solving capability with attention to detail and ability to manage ambiguity.
• Business Partnering: Confidence to challenge assumptions and influence stakeholders without direct authority.
• Communication: Ability to communicate complex financial concepts to non-financial audiences and executive leadership.
• Strategic Mindset: Ability to link short-term performance to long-term strategic objectives and business outcomes.
• Results Orientation: Focus on delivering accurate, timely, and actionable financial insights.

Qualifications

• Bachelor’s degree in Finance, Accounting, Economics, Statistics, Business, or related field.
• MBA or master’s degree is an added advantage.
• Professional Qualifications: CPA & ACCA
  Experience
• Minimum 5 years of progressive experience in Financial Planning & Analysis, Commercial Finance, Business Finance, Corporate Finance, or Management Reporting.
• Demonstrated experience in budgeting, forecasting, long-range planning, and financial modelling.
• Experience supporting senior stakeholders and business leaders.
• Experience working with large datasets and complex financial models.
• Telecommunications, Technology, FMCG, Banking, or other large corporate experience is desirable.

Apply: Safaricom Candidate Experience site

Devices and Innovation Lead at Safaricom Kenya

Job Description

Responsibilities

Health & Safety

• Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
• All employees have a responsibility to adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions.

Devices Strategy & Portfolio Management

• Develop and execute the overall devices strategy aligned with business objectives.
• Identify market trends and customer needs to recommend device propositions that drive growth.
• Monitor device performance, sales, profitability, and customer adoption metrics.
• Drive lifecycle management of devices from launch to retirement.

Innovation Management

• Lead the innovation agenda by identifying emerging technologies, industry trends, and new business opportunities.
• Evaluate and pilot innovative solutions, products, and services to enhance customer value.
• Lead the ideation, development, and commercialization of new products and services.
• Establish innovation frameworks and processes to accelerate experimentation and commercialization.
• Collaborate with internal and external stakeholders to develop and test new concepts.
• Build and maintain an innovation pipeline aligned with strategic priorities.

Product Development & Proposition Design

• Develop compelling device propositions and bundled offerings.
• Define business requirements and customer journeys for new products and services.
• Ensure products meet customer expectations and deliver measurable business outcomes.

Commercial Performance

• Own and deliver device, innovation, and partnership-related revenue, profitability, and market share targets.
• Develop business cases, investment proposals, and financial models for new products, services, and innovation initiatives.
• Monitor key commercial KPIs and implement corrective actions to improve performance.
• Track product portfolio performance and recommend actions to maximize return on investment.

Market Intelligence & Insights

• Conduct market analysis, competitive benchmarking, and customer research.
• Identify emerging consumer behaviors and technology trends to identify unmet customers’ need and provide recommendations based on market intelligence and insights.
• Utilize customer insights, analytics, and market research to improve product and service experiences.

Strategic Partnerships & Ecosystem Development

• Develop and execute partnership strategies with device manufacturers, technology providers, digital platforms, fintechs, startups, and ecosystem players.
• Identify, evaluate, and onboard strategic partners that enhance customer value propositions and support business growth objectives.
• Negotiate commercial agreements, joint business plans, and co-marketing initiatives.
• Drive ecosystem-based solutions by integrating devices, connectivity, digital services, and emerging technologies.
• Build and maintain strong stakeholder relationships to accelerate innovation and market leadership.
• Continuously assess partnership performance and identify opportunities for optimization and expansion.

Agile Squad Leadership

• Lead and inspire cross-functional agile squads comprising commercial, technology, digital, marketing, finance, and operations teams.
• Define squad objectives, priorities, and delivery roadmaps aligned with strategic business goals.
• Drive agile ways of working, fostering collaboration, accountability, and continuous improvement.
• Manage sprint planning, backlog prioritization, and delivery tracking to ensure timely execution of initiatives.
• Remove delivery impediments and facilitate effective decision-making within the squad.
• Coach and mentor squad members to build high-performing teams and cultivate an innovation-driven culture.
• Monitor initiative outcomes and ensure delivery of measurable customer and commercial value.

Customer Experience & Journey Optimization

• Lead the design and continuous improvement of end-to-end customer journeys across devices and digital ecosystems.
• Identify customer pain points and implement solutions that enhance adoption, engagement, and satisfaction.
• Ensure seamless integration of devices, connectivity, digital applications, and support services.
• Drive customer-centric innovation initiatives that improve retention, loyalty, and Net Promoter Score (NPS).
• Collaborate with Customer Experience, Digital, and Technology teams to deliver exceptional customer outcomes.

Qualifications

• 5 years of relevant experience in telecommunications, technology, consumer electronics, digital products, innovation management, or product development.
• Proven experience in managing device portfolios, digital products, or customer propositions.
• Demonstrated success in developing and launching commercially viable products and services. 
• Familiarity with Agile, Scrum, Design Thinking, and innovation frameworks.
• Strong understanding of mobile devices, IoT, connected technologies, and digital ecosystems.
• Knowledge of emerging technologies such as AI, 5G, fintech, cloud services, and smart devices.
• Experience in strategic partnership management and vendor negotiations.
• Experience leading cross-functional and agile teams to deliver business outcomes.
• Strong track record in driving revenue growth, customer acquisition, and customer retention initiatives.
• Experience using data analytics and market insights to drive decision-making.
• Experience in business case development, financial analysis, and commercial performance management.

Apply: Devices and Innovation Lead - Safaricom Candidate Experience site Careers