User Experience Manager
Sabi
Design
Lagos, Nigeria
Posted on Tuesday, July 4, 2023
About us
Sabi is Africa’s leading provider of enabling infrastructure powering the distribution of goods and services. Our platform enables and empowers a broad ecosystem of users, allowing merchants, importers, exporters, distributors, and manufacturers to expand their capabilities and grow their businesses using Sabi’s technology rails.
Job Description
About
Us
Sabi is Africa’s leading provider of commercial infrastructure for
the distribution of goods and services. Its platform enables
and empowers the most underserved merchants in the world,
allowing agents, merchants, aggregators, distributors, and
manufacturers to expand their capabilities and grow their
businesses using Sabi’s technology rails. These rails provide
access to supply, logistics, business tools, data insights and
financial services.
This
could mean ensuring a great assortment of low-priced goods is
available to them, providing a way for them to manage
inventory, or facilitating finance. Our aim is to understand
the informal economy better than anyone and help them grow in
ways they haven’t before.
Our
Values
-
Excellence - Be the Best. Highest standards.
Consistently.
- Value
Focused -
Make sure we give users the best value. All the time.
-
Big
minds -
Innovate. Think big. Be open. Don’t be petty. No ego. No
castles.
- Knuckle
down -
Do the work. Get your hands dirty. Deliver
- Kindness - Be considerate. Life is stressful
enough
- Ownership - Everything is your job. Take
responsibility. Drive it.
- Simplicity - Strip it down. Get to the essence.
Job
Purpose
As our User
Experience Manager, you will develop and lead our strategy and ensure alignment
of technology, product, and operating practices with respect to the business. You
will own the strategy for the User Experience and the ‘what next’. This is an
exciting opportunity for an experienced User Experience Manager and service
enthusiast to ensure we provide a seamless user experience.
Your problem-solving skills, impeccable
communication, and attention to detail are key skills expected in this role. As
part of the operations team, your role will be key in the execution and
delivery of our strategic goals.
Job
Responsibilities
· Manage the
implementation of our User Experience goals and expand on the future goals of the
business
· Be the voice of the business, and safeguard the integrity of the approved UX, throughout the requirements and development phases
· Drive user retention, reduce churn, and increase user satisfaction
· Build and guide team in effective user issues resolution and handling of escalations
· Work with relevant stakeholders to map the user journey and identify opportunities to proactively intervene on the user’s behalf
· Recommend best approaches for implementation of user experience across business funnels
· Develop listening points in the user journey, define segmentation of user base and varying strategies, and identify opportunities for continuous improvement
· Together with the Development Teams develop and implement a scalable and flexible UI implementation and customization methodology
· Identify improvement areas plus prospective competitive advantage for advanced research as well as exploration.
· Identify and manage required budgets for user experience.
· Ensure to prioritize User-Centered Design projects, improvements, and content as per enterprise priorities as well as Experience Systems.
· Plan and execute all necessary usability and acceptance testing/research, and translate results into actionable items
· Drive the operational success and of the call center team
· Continually review and evolve the collection of processes that Sabi uses to track, oversee and organize every interaction between the user and Sabi throughout the lifecycle
· Be up to date with service experience and delivery innovations and trends that will ensure effective cost management and efficiency for the business
· Be the voice of the business, and safeguard the integrity of the approved UX, throughout the requirements and development phases
· Drive user retention, reduce churn, and increase user satisfaction
· Build and guide team in effective user issues resolution and handling of escalations
· Work with relevant stakeholders to map the user journey and identify opportunities to proactively intervene on the user’s behalf
· Recommend best approaches for implementation of user experience across business funnels
· Develop listening points in the user journey, define segmentation of user base and varying strategies, and identify opportunities for continuous improvement
· Together with the Development Teams develop and implement a scalable and flexible UI implementation and customization methodology
· Identify improvement areas plus prospective competitive advantage for advanced research as well as exploration.
· Identify and manage required budgets for user experience.
· Ensure to prioritize User-Centered Design projects, improvements, and content as per enterprise priorities as well as Experience Systems.
· Plan and execute all necessary usability and acceptance testing/research, and translate results into actionable items
· Drive the operational success and of the call center team
· Continually review and evolve the collection of processes that Sabi uses to track, oversee and organize every interaction between the user and Sabi throughout the lifecycle
· Be up to date with service experience and delivery innovations and trends that will ensure effective cost management and efficiency for the business
Requirements
Special Skills and Qualifications
- Bachelor’s degree in business,
Marketing, English or related experience within role- minimum of 4 years,
-
A minimum of 4 years relevant experience as a user experience, customer experience with any tech product/applications.
-
Strong understanding of user/customer journey and roadmaps
-
Familiarity with the use ofPhotoshop, Illustrator, visio, figma, CRM tools etc.
- Ability to work in a
fast-paced and sometimes unpredictable environment; works well under pressure
and tight deadlines
- Ability to apply consistently good judgment and make good decisions
- Ability to solve complex
problems and drive projects from concept to conclusion
- Leadership ability to help our
team succeed around interaction, process and best practice
- Excellent organizational and
leadership qualities
- Good Project management skills
- Ability to always maintain
confidentiality and discretion
- Detail oriented, organized
with proven ability to successfully multi-task
- Positive, tenacious attitude
- Exemplary communication skills
- Strong analytical skills
Candidate Specification
-
Motivated
by the mission of Sabi
-
Pragmatic
with quantitative and analytical ability and attention to
detail
-
Driven,
independent thinker and leader who can juggle multiple
projects simultaneously with fast-changing
priorities
-
High
level of integrity and dependability with a strong sense of
urgency.
-
A
focus on execution. Willing and able to get hands
dirty.
-
Flexibility
to roll up your sleeves and attack problems and projects as
they arise, where you will need to set out a clear structure,
method and outcomes yourself .
Benefits
- Rapid
Career Growth
- Annual
Training Budget
- Robust Health Coverage, including
- Optical
Cover, and
- Dental
Cover
- Wellness Programs, including
- Free
Gym Cover
- Free
Spa Cover
- Competitive
Pension Plan
- Opportunity
to work in other global office.
- Life
Cover
- Performance
Bonus
- Paid
Vacation Days
- Fully-funded
Team Bonding Activities
{{getI18n("crm.setup.careersite.aboutcompany")}}
{{unescape(removeUnwantedCss(org_info.description))}}
{{org_info.description}} {{each_field.field_label}}
{{unescape(removeUnwantedCss(record[each_field.api_name],true))}}
{{getValue(record[each_field.api_name],each_field.data_type)}}