Overall Responsibility

Own human-centred design projects, work with the Research and Analytics teams to design and measure interventions, work with Product and operational teams to hand interventions off for implementation.

Key SMART Results for A-Player

• Work with Research and Product teams to design user-centered solutions (e.g. tools, trainings, processes, programmes, etc.) for the Company-wide Tuko Poamoja project to improve the customer onboarding journey - Q4 2022, Ongoing
• Lead iteration and pilot process for poa! Share, keeping user needs at the centre; create evaluation framework to assess pilot in conjunction with Research and Analytics Managers - Q4 2022
• Support the People department in designing new onboarding and performance management tools that build upon employee insights and reinforce poa! values - Q4 2022
• Manage relationships and projects with external partners; oversee Impact design project with external consultancy to prototype and test a digital education initiative in a small number of schools - Q1 2023
• Hire a Design Associate to support Design projects - Q1 2023
• Define and document poa!'s design approach from research to prototyping to concept development; train Labs and operational stakeholders on approach; work with Product team on developing handover process for development and implementation - Q1 2023
• Support Product team on poa! Share product implementation in test network(s) - Q2 2023
• Lead design workshops with operational stakeholders to build a culture of human-centred design across the organisation - Q2 2023
• Develop, refine and pilot digital education initiative across Poa networks; work with Product team and operational teams on implementation - Q3 2023
• Support and own additional Poa Labs projects as needed - Ongoing
• Level of Management Experience Required (Mandatory & Nice to Have)
• 3-5+ years design experience (e.g. UX, HCD), 2+ years experience leading teams and projects

Key Competencies Criticality (H,M,L)

• 3-5+ years experience designing interventions, tools, products or services that are centred on the end user - H
• 2+ years experience managing a team, leading design projects end-to-end, coaching junior design team members - H
• Has facilitated design workshops across external and internal stakeholders to get buy in to the co-creation process - H
• Willing and able to get down and grubby on the ground in the areas we operate. Tactical, scrappy, relentless. About 20% field-based - H
• Comfortable engaging customers, stakeholders, and communities; ability to evaluate user feedback and iterate to optimize user experience and buy in - H
• Ability to identify personal biases and assumptions and continually set them aside during data collection and synthesis - M
• Customer-centric mentality; focused on accurate representation of customer voice no matter the audience - H
• Ability to sketch, create concepts, wireframe, produce user flows, and create clickable prototypes in Figma or other prototyping software - M
• Strong report-writing, storytelling, and visual communication skills; the ability to clearly articulate design concepts and learning to a wider audience - H
• Has worked across low income communities across Kenya to understand user needs, motivations, and context - M

Mandatory Criteria if Any with no exceptions to hire.

• 3+ years experience designing and executing human-centred quantitative and qualitative research methods
• Must have directly managed a team for at least 2 years
• A portfolio of product design projects that showcases your design process, final designs, and impact (please attach)

Key SMART Results for A-Player

• Design, Budget, and Build Network Operations and Support Organisation, ensuring all staff have Scorecards, Smart Performance Management targets, and Training Needs Analysis in Place with the aim of driving a culture of accountability and responsibility - Q1 2023
• Recruit, build and develop a team that is capable of resolving complex Network and customer issues in with the defined SLA's and in a professional manner - Q1 2023
• Identify tools, systems, and processes that drive overall improvement in Network availability, Incident Management, Change Management, Network Configuration Management, Network Performance Management, MTTR (mean time to recovery), and Problem resolution - Q1 2023
• Establish and document end to end Network Operations, Support, and Surveillance Processes & Procedures (24/7 Network and Service surveillance, Incident Management, Problem Management, Change Management, Knowledge Management, Second Level support, Preventive Network Health Management, and Service Availability management) that ensure effectiveness and efficiency - Q1 2023
• Implement processes for tracking the Performance of Vendors and Network Support partners while ensuring that Vendor KPIs are monitored & evaluated and actions taken accordingly - Q2 2023
• Implement, track and trend department performance KPI's according to defined values in Incident, Problem, Change Availability and Network Health management processes - Q4 2022

Level of Management Experience Required (Mandatory & Nice to Have)

• Scaling and Systemisation
• Department stage of development where this role sits
• Prepare for Scale by driving efficiencies in Operations

Key Competencies Criticality (H, M, L)

• Strong coaching and leadership skills, with the ability to motivate and engage employees while promoting a work environment that fosters creative thinking, innovation, accountability & responsibility - H
• Exceptional interpersonal, Network Operations, customer service, problem-solving, verbal and written communication, and conflict resolution skills - H
• Excellent presentation skills with the ability to synthesize key takeaways and present data-proven results - H
• Experience in Performance Management, Reporting & Ticketing Systems - H
• Knowledge and Experience of Support Methodologies associated with Internet Service Providers (ISP), Particularly Incident Management and 3rd Party Escalation Management - H
• Systems Tools and Processes associated with Network Operations - Monitoring, Event Management, Performance and change management - M
• Ability to analyse data (often incomplete) to identify problems and associated solutions - H
• Knowledge and experience of ITIL-based Service Management Practices - H
• Experience of building a centralised support function and leading field-based teams across multiple geographies comprising of both insource and outsourced partners - H

Mandatory Criteria if Any with no exceptions to hire.

• Must have operated in a business with similar Values and DNA to Poa to ensure cultural alignment
• Proven experience building high performing teams in fast growth high pressure environment.
• Must have worked with multicultural leadership
• Must have worked in NOC in an ISP/Tel-co environment
• Degree in IT, Telecommunications or equivalent experience