Job Description
UX Product Manager – PAYGo Phones
Department: Commercial HQ
Employment Type: Permanent - Full Time
Location: Kenya
Job Location: Nairobi/Lagos.
About The Role:
The User Experience Product Manager – PAYGo Phones will own the product experience for Sun King’s pay-as-you-go financed smartphone customers and the sales agents, retailers, and field staff that enable the Smart Phone business across Sun King’s markets, from customer acquisition to activation, usage, and throughout the customer lifecycle. The role is accountable for ensuring low-friction customer journeys, robust agent and field-team tools, scalable technical integrations, and efficient commercial processes that facilitate lead generation, conversion, and retention. By bridging the gap between hardware, financing, and sales operations, this role ensures our digital funnel and field tools are optimized.
What you would be expected to do:
Customer Experience & Lifecycle
- 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.
We place great importance on sustaining a diverse, inclusive work environment.
We believe that innovation and understanding comes from diversity on every spectrum. We work to make sure
every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires
conscious effort and is a continuous journey, not an end-state.
Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort,
and results. We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color,
gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.
