Airtel Money Experience Lead

Airtel Malawi Plc

JOB DESCRIPTION

Why Airtel Malawi Plc?
At Airtel Malawi Plc, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.
We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.
By choosing Airtel Malawi Plc, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.
Airtel Malawi Plc is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

RESPONSIBILITIES

Role Purpose:
The OpCo Airtel Money Experience Lead will lead the end-to-end experience design and delivery for Airtel Money services at the OpCo level. Sitting within the Customer Experience (CX) function, the role is responsible for ensuring superior service delivery through best-in-class service design, operational excellence, and proactive cross-functional collaboration. The ideal candidate will ensure Airtel Money delivers seamless, intuitive, and frictionless experiences across all customer touchpoints.

Key Responsibilities:

1. Service Experience Design

  • Collaborate with Product, Technology, and Operations teams to co-create service journeys that are simple, scalable, and customer-centric.
  • Lead the design and optimization of key Airtel Money processes (transaction journeys, dispute resolution, etc.).
  • Leverage customer insights, analytics, and journey mapping to improve experience pain points.

2. Operations Management

  • Drive operational performance across all customer touchpoints for Airtel Money services (contact center, digital, and retail).
  • Monitor and manage contact center KPIs specifically related to Airtel Money (CPC, First Contact Resolution, Repeat Rate, NPS, etc.).
  • Implement and track experience SLAs and OLAs across functions to ensure continuous service improvement.

3. Stakeholder Management & Collaboration

  • Work cross-functionally with Airtel Money, IT, Finance, Compliance, and Commercial teams to align experience goals.
  • Act as the voice of the Airtel Money customer in tactical and operational decision-making forums.
  • Foster strong working relationships with Group and OpCo stakeholders to deliver on shared KP/s.

4. Strategic Influence & Change Management

  • Advocate for customer-first thinking in Airtel Money service delivery models.
  • Lead change initiatives to improve Airtel Money experience across the OpCo.
  • Influence internal stakeholders to adopt best practices and CX frameworks.

Qualifications and Experience

  • University Degree in Business / equivalent qualification in sales or marketing/business administration.

Skills & Competencies:

  • Service Experience Design: Expertise in designing end-to-end customer journeys.
  • Operational Excellence: Strong understanding of contact center operations and performance management.
  • Collaboration & Stakeholder Management: Ability to work seamlessly across departments and influence without authority.
  • Negotiation & Persuasion: Skilled in driving alignment and advocacy for customer-centric decisions.
  • Analytical Thinking: Strong ability to interpret customer data and turn insights into actions.
  • Communication: Excellent verbal and written communication skills tailored for senior leadership interaction.

Success Metrics:

  • Improvement in Airtel Money NPS / Customer Satisfaction scores.
  • Reduction in complaints and repeat contact rates.
  • Faster TATs and increased FCR at the contact center.

Apply Now

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