Specialist Digital Channels & Online Pay

Role Purpose and Key Responsibilities

Role Purpose

Reporting to the Manager Digital Channels & Online Payments, the Specialist supports the execution, monitoring, and continuous improvement of M-Pesa digital channels and online payment solutions. The role coordinates day-to-day business activities, analyses channel and payment performance, supports product enhancements and partner initiatives, and helps deliver secure, reliable, customer-centric digital payment experiences.

• Digital Channel Performance & Adoption
• Support growth and adoption of M-Pesa digital channels.
• Monitor channel performance, usage, revenue, and service availability.
• Identify gaps and coordinate improvements.
• Prepare performance reports and dashboards.

• Support customer awareness and adoption initiatives.

• Online Payments Support

• Support growth of online payment solutions.

• Monitor payment performance, revenue, and service issues.

• Drive improvements in customer experience and usage.

• Identify new online payment opportunities.

• Support implementation of approved use cases.

• Product Development & Innovation

• Gather and validate business and customer requirements.

• Support development of business cases and product enhancements.

• Coordinate testing, launches, and post-launch reviews.

• Maintain product documentation and trackers.

• Monitor market trends and recommend improvements.

• Partnership & Stakeholder Management

• Support engagement with partners and digital ecosystem players.

• Coordinate onboarding, testing, and issue resolution.

• Track partner performance and commitments.

• Collaborate with internal and external stakeholders to deliver initiatives.

• Customer Experience & Service Management

• Monitor customer feedback and service issues.