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Responsibilities

Strategic Intelligence, Innovation & Transformation

Develop and implement Agile ways of working across the Intelligent and Automation chapter to improve organizational agility, speed up delivery, encourage continuous improvement, and strengthen customer-focused outcomes.

AI-Powered Customer Experience & Journey Transformation

Design and improve AI-enabled omnichannel customer journeys that are predictive, personalized, and seamless.
Lead the deployment of conversational AI, virtual assistants, intelligent self-service, and real-time decision-making solutions.
Support the shift from reactive customer service to proactive, autonomous, and self-healing experiences.
Apply human-centered design approaches to improve customer experience, accessibility, and digital adoption.
Continuously assess and enhance customer journeys to reduce customer effort while improving satisfaction, loyalty, and advocacy.

Customer Intelligence, Analytics & Commercial Growth

Use advanced analytics, behavioral data, predictive modelling, and customer insights to anticipate customer needs and guide strategic actions.
Develop propensity models for next-best-action and churn prediction across customer journeys to support retention, loyalty, cross-selling, and upselling.
Establish customer intelligence frameworks that convert data into practical insights, forecasts, and strategic recommendations.
Provide executive-level insights on customer trends, growth opportunities, and experience performance to support business strategy.

Intelligent Automation & Operational Excellence

Identify, assess, prioritize, and implement intelligent automation solutions that simplify processes and improve service productivity.
Lead hyperautomation initiatives aimed at lowering cost-to-serve while maintaining or improving service quality and responsiveness.
Improve operational performance through AI-powered process orchestration, workflow automation, and continuous improvement.
Use data-driven decision-making to deliver measurable gains in efficiency, productivity, and service quality.
Promote a culture centered on innovation, automation, and operational agility.

AI Governance, Risk & Platform Leadership

Oversee experience, AI, and automation platforms to ensure they are scalable, resilient, secure, and ready to support business needs.
Develop and maintain an AI governance framework covering risk management, regulatory compliance, ethical AI, model controls, and operational oversight.
Monitor AI model performance, accuracy, and explainability while driving ongoing optimization to improve customer and business outcomes.
Maintain service continuity through effective monitoring, incident management, and platform resilience measures.
Promote responsible use of AI while ensuring compliance with regulatory and organizational requirements.

Business Collaboration, Leadership & Capability Building

Work closely with Care and Experience, Technology, Digital, Data, and Commercial teams to deliver integrated customer solutions aligned with business priorities.
Engage and influence stakeholders while providing strategic recommendations on customer experience, intelligence, automation, and growth opportunities.
Strengthen Care and Experience capabilities in AI, automation, analytics, customer intelligence, and experience management.
Lead, mentor, and develop high-performing teams while encouraging innovation, accountability, experimentation, and continuous learning.
Promote customer-centric and digital-first approaches across the organization to support long-term growth and market leadership.

Qualifications

Bachelor’s degree in Information Technology, Computer Science, Data Science, Engineering, Business Information Systems, or a related field from a recognized institution.
Professional certification in Artificial Intelligence, Data Analytics, Automation, Customer Experience, Agile, Project Management, Product Management, or Digital Transformation is an added advantage.
Strong knowledge of Artificial Intelligence, Machine Learning, Intelligent Automation, Robotic Process Automation (RPA), Conversational AI, Customer Analytics, and Predictive Modelling.
Experience working with customer experience platforms, digital engagement channels, CRM systems, customer journey management solutions, and data visualization tools.
Strong knowledge of AI, automation, customer intelligence, and analytics.
Strong strategic, commercial, and business understanding.
Demonstrated ability to lead transformation, innovation, and organizational change.
Strong stakeholder management and cross-functional collaboration abilities.
Excellent analytical, problem-solving, and decision-making skills.
Customer-focused approach with an emphasis on experience and value creation.
Excellent communication, presentation, and influencing skills.
High standards of integrity, accountability, and professionalism.
Strong planning, execution, and results-oriented capabilities.
Innovative, adaptable, and committed to continuous improvement.

Application

IT Job At Safaricom Kenya