Product Manager

Product Manager

The Product Manager will lead the design, delivery, and continuous evolution of customer-centered products, whether external-facing (customer) or internal-facing (employee). They will own the end-to-end product lifecycle from idea to impact, ensuring products are not only relevant, intuitive, and user-friendly but also operationally scalable and digitally enabled.

Working closely with Business Owners, UI/UX, Technology, and Process Innovation teams, they will ensure each product delivers frictionless, high-impact experiences. They will champion agile delivery, process simplification, and integrated design thinking across customer and employee journeys.

Key Responsibilities

• Product Direction & Execution • Translate the CPO's product and channel strategy into actionable product direction and priorities. • Conduct customer, staff, and market discovery to validate needs and shape product execution. • Define product vision, feature sets, and experience enhancements aligned to strategic goals. • Advocate for both external customer value and internal user enablement throughout the product lifecycle.
• Process & Experience Design • Lead the design of operational workflows, service blueprints, and process touchpoints that underpin each product. • Collaborate with Process Innovation and Digitization teams to ensure workflows are agile, human-centered, and ready for automation. • Integrate UI/UX feedback loops into process and product iterations. • Drive simplification by eliminating friction, duplication, and ambiguity in underlying journeys.
• Agile Product Delivery • Write and prioritize user stories, epics, and acceptance criteria in partnership with developers and designers. • Maintain a backlog that reflects customer insight, tech feasibility, and business value. • Facilitate sprint planning, grooming, and retrospectives to drive rapid, adaptive delivery. • Track delivery KPIs (speed, adoption, resolution) and use them to steer improvements. • Collaborate closely with Scrum Masters/Project Managers to align scope, timelines, and delivery cadence—ensuring sprint goals are realistic, resourced, and on-track. • Work hand-in-hand with software engineers to shape technically feasible solutions, negotiate trade-offs, and co-define MVP scope.
• Stakeholder Collaboration • Partner with frontline teams, business units, compliance, and operations to co-design solutions that work in reality. • Ensure seamless collaboration with UI/UX and Engineering to balance desirability, feasibility, and viability. • Serve as the "voice of the user" in every design and technical discussion. • Maintain a strong feedback loop with delivery teams to course-correct in real time, balancing speed, quality, and scope.
• Innovation & Continuous Improvement • Leverage data and AI-driven insights to evolve product features and experiences. • Encourage test-and-learn culture through quick experiments, A/B tests, and hypothesis validation. • Stay current with emerging tools and platforms to keep products competitive and relevant.

Job Profile

• Qualifications • Undergraduate degree in Product Design, Business, Computer Science, or related field. • Product Management certifications (e.g., CSPO, Pragmatic Institute, Digital Product Management) are a plus.
• Experience and Proficiency • Proven experience in managing digital products across web, mobile, or USSD. • Familiarity with agile development tools (e.g., Jira, Confluence, Miro, Visor, Productboard). • Exposure to workflow tools and process design platforms (e.g., Lucidchart, Miro, SmartDraw). • Track record of delivering products that drive business value and improve user experience. • Comfort working across both internal (HR, Ops, Finance, Risk) and external (customer-facing) domains.
• Skills & Personal Attributes • Systems Thinker: Understands the end-to-end implications of product design, across technology, operations, risk, and experience. • Process-Literate: Able to visualize, challenge, and improve workflows as part of product thinking. • Agile-Driven: Practices iterative, adaptive delivery and thrives in fast-moving environments. • Empathetic Designer: Values user insights, journeys, and feedback loops, both for staff and customers. • Collaborative Leader: Aligns diverse teams around a shared product vision and builds trust through co-creation. • Digitally Fluent: Stays updated with product trends, tooling, and the evolving role of AI in product innovation.