UX Product Manager – PAYGo Phones

Department: Commercial HQ

Employment Type: Permanent - Full Time

Location: Kenya

Description

What you would be expected to do:

• Design and improve the experience a customer has from first contact with the programme through to completing their repayment and beyond.
• Map the full customer journey: discovery, application, credit assessment, activation, repayment, customer assistance, and upgrade.
• Identify and systematically reduce friction at every step — particularly in sign-up, identity verification, and device activation.
• Design the post-purchase lifecycle: repayment communications, customer assistance flows, and retention pathways.
• Ensure the experience is accessible and appropriate for users with varying levels of digital literacy and internet access.

• Research how agents work on the ground — their daily workflows, pain points, and opportunities within their current tools.
• Design and improve the mobile apps and dashboards agents use to prospect, onboard customers, process sales, and track performance.
• Build a streamlined recruitment-to-first-sale experience for new agents joining the network.
• Ensure agent tools are fast, simple, and reliable in low-bandwidth environments across 11 markets.
• Create feedback loops so agent insight from the field continuously informs product prioritization.

• Examine how field staff assist agents — what information they need, how they access it today, and where gaps exist.
• Design and improve the internal tools field staff use to monitor agent activity, identify underperformers, and intervene early when an agent is struggling.
• Build visibility dashboards that surface the right signals — activation rates, repayment trends, agent productivity, stock levels — so field staff can prioritize their time in the field.
• Create feedback channels so field staff can surface product issues, market-specific barriers, and on-the-ground insight back to the product team.

• Define the user experience of MDM: how customers are notified, what they can still access during a restriction, and how they restore full access.
• Own the MDM product roadmap: notification design, restriction framework, edge-case handling, and market-specific configuration policies.
• Work with credit, legal, and customer experience teams to ensure MDM policies are fair, transparent, and compliant across markets.
• Use research and data to examine how MDM events affect customer behaviour and repayment patterns.

• Define and track key experience metrics across all three user groups: customer activation rates and repayment behaviour, agent onboarding time and productivity, and field staff productivity.
• Use funnel data, drop-off reviews, and qualitative research to build a complete picture of where the experience breaks.
• Run structured experiments to test improvements and measure their impact.
• Communicate insight across the business — with commercial, operations, engineering, and country teams — so user experience evidence informs broader business choices.

You might be a strong candidate if you have:

• 8–10 years in UX product management, digital product ownership, or a closely related role — with clear examples of owning user experience end-to-end.
• Experience designing for multiple, distinct user groups simultaneously — ideally including both consumers and operational/field users.
• Track record of conducting or commissioning user research and translating findings into product improvements.
• Experience working in mobile-first, low-bandwidth or emerging market environments is a strong advantage.
• Background in consumer finance, telecoms, device financing, or distribution-heavy businesses is an advantage — but not essential.
• Experience working across multiple countries or markets with different regulatory and cultural contexts.
• A degree in design, business, technology, or a related field — or equivalent professional experience.

What Sun King offers:

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture with enthusiastic colleagues driven by the challenge of
• innovation and making a profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from
• different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager,
• and professional through the Sun King Center for Leadership.