Background

Safaricom is the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-added services and support for community projects.

Responsibilities

Key accountabilities and decision ownership:

Strategic Intelligence, Innovation & Transformation

Define and execute theu and scaling of Agile ways of working across Intelligent and Automation chapter, enhancing organizational agility, accelerating delivery, fostering continuous improvement and strengthening customer-centric outcomes.

AI-Powered Customer Experience & Journey Transformation

Design and optimize AI-driven, omnichannel customer journeys that are predictive, personalized, and frictionless.

Lead the implementation of conversational AI, virtual assistants, intelligent self-service, and real-time decisioning capabilities.

Drive the transition from reactive service delivery to autonomous, self-healing, and proactive customer experiences.

Drive human-centered design principles to ensure superior customer experiences, accessibility, and digital adoption.

Continuously improving journey performance, reducing customer effort while increasing satisfaction, loyalty, and advocacy.

Customer Intelligence, Analytics & Commercial Growth

Leverage advanced analytics, behavioral intelligence, predictive models, and customer insights to anticipate customer needs and shape strategic interventions.

Build propensity models for next-best-action, churn prediction, across customer journeys to enhance retention, loyalty, cross-sell, and upsell opportunities.

Establish customer intelligence frameworks that transform data into actionable insights, forecasting, and strategic recommendations.

Deliver executive insights on customer trends, growth opportunities and experience performance to influence business strategy.

Intelligent Automation & Operational Excellence

Identify, prioritize, and deploy intelligent automation solutions that simplify operations and improve service productivity.

Lead the implementation of hyper automation capabilities that reduce cost-to-serve while enhancing service quality and responsiveness.

Optimize operational performance through AI-driven process orchestration, workflow automation and continuous improvement.

Drive measurable efficiency gains, productivity improvements and service excellence through data-led decision-making.

Establish a culture of continuous innovation, automation, and operational agility.

AI Governance, Risk & Platform Leadership

Govern experience, AI, and automation platforms to ensure scalability, resilience, security and business readiness.

Establish AI governance framework for experience, covering risk management, compliance, ethical AI practices, model controls, and operational oversight.

Oversee AI model performance, accuracy, explainability, and continuous optimization to maximize customer and business outcomes.

Ensure service continuity through robust monitoring, incident management, and platform resilience frameworks.

Drive responsible AI adoption while maintaining regulatory and organizational compliance standards.

Business Clusters Collaboration, Leadership & Capability Building

Partner with Care and Experience, Technology, Digital, Data, Commercial teams to deliver integrated and business-aligned customer solutions.

Influence stakeholders and provide strategic recommendations on customer experience, intelligence, automation, and growth opportunities.

Build Care and Experience capabilities on AI, automation, analytics, customer intelligence, and experience management disciplines.

Lead, coach, and develop high-performing teams, fostering a culture of innovation, accountability, experimentation, and continuous learning.

Drive customer-centricity and digital-first thinking across the organization to strengthen market leadership and long-term business growth.

Qualifications

Bachelor’s degree in information technology, Computer Science, Data Science, Engineering, Business Information Systems or a related field from a recognized institution.

Professional certifications in Artificial Intelligence, Data Analytics, Automation, Customer Experience, Agile, Project Management, Product Management, or Digital Transformation will be an added advantage.

Strong understanding of Artificial Intelligence (AI), Machine Learning (ML), Intelligent Automation, Robotic Process Automation (RPA), Conversational AI, Customer Analytics, and Predictive Modelling.

Experience with customer experience platforms, digital engagement channels, CRM systems, customer journey management, and data visualization tools.

Strong understanding of AI, automation, customer intelligence, and analytics.

Strong strategic, commercial, and business acumen.

Proven ability to lead transformation, innovation, and change.

Strong stakeholder management and cross-functional collaboration skills.

Excellent analytical, problem-solving, and decision-making capabilities.

Customer-centric mindset with a focus on experience and value creation.

Strong communication, presentation, and influencing skills.

High levels of integrity, accountability, and professionalism.

Strong planning, execution, and results delivery skills.

Innovative, adaptable, and committed to continuous improvement.

• Define and execute theu and scaling of Agile ways of working across Intelligent and Automation chapter, enhancing organizational agility, accelerating delivery, fostering continuous improvement and strengthening customer-centric outcomes.
• Design and optimize AI-driven, omnichannel customer journeys that are predictive, personalized, and frictionless.
• Lead the implementation of conversational AI, virtual assistants, intelligent self-service, and real-time decisioning capabilities.
• Drive the transition from reactive service delivery to autonomous, self-healing, and proactive customer experiences.
• Drive human-centered design principles to ensure superior customer experiences, accessibility, and digital adoption.
• Continuously improving journey performance, reducing customer effort while increasing satisfaction, loyalty, and advocacy.
• Leverage advanced analytics, behavioral intelligence, predictive models, and customer insights to anticipate customer needs and shape strategic interventions.
• Build propensity models for next-best-action, churn prediction, across customer journeys to enhance retention, loyalty, cross-sell, and upsell opportunities.
• Establish customer intelligence frameworks that transform data into actionable insights, forecasting, and strategic recommendations.
• Deliver executive insights on customer trends, growth opportunities and experience performance to influence business strategy.
• Identify, prioritize, and deploy intelligent automation solutions that simplify operations and improve service productivity.
• Lead the implementation of hyper automation capabilities that reduce cost-to-serve while enhancing service quality and responsiveness.
• Optimize operational performance through AI-driven process orchestration, workflow automation and continuous improvement.
• Drive measurable efficiency gains, productivity improvements and service excellence through data-led decision-making.
• Establish a culture of continuous innovation, automation, and operational agility.
• Govern experience, AI, and automation platforms to ensure scalability, resilience, security and business readiness.
• Establish AI governance framework for experience, covering risk management, compliance, ethical AI practices, model controls, and operational oversight.
• Oversee AI model performance, accuracy, explainability, and continuous optimization to maximize customer and business outcomes.
• Ensure service continuity through robust monitoring, incident management, and platform resilience frameworks.
• Drive responsible AI adoption while maintaining regulatory and organizational compliance standards.
• Partner with Care and Experience, Technology, Digital, Data, Commercial teams to deliver integrated and business-aligned customer solutions.
• Influence stakeholders and provide strategic recommendations on customer experience, intelligence, automation, and growth opportunities.
• Build Care and Experience capabilities on AI, automation, analytics, customer intelligence, and experience management disciplines.
• Lead, coach, and develop high-performing teams, fostering a culture of innovation, accountability, experimentation, and continuous learning.
• Drive customer-centricity and digital-first thinking across the organization to strengthen market leadership and long-term business growth.

• Artificial Intelligence (AI)
• Machine Learning (ML)
• Intelligent Automation
• Robotic Process Automation (RPA)
• Conversational AI
• Customer Analytics
• Predictive Modelling
• Customer experience platforms
• Digital engagement channels
• CRM systems
• Customer journey management
• Data visualization tools
• Strategic thinking
• Commercial acumen
• Business acumen
• Transformation leadership
• Innovation leadership
• Change management
• Stakeholder management
• Cross-functional collaboration
• Analytical skills
• Problem-solving skills
• Decision-making skills
• Customer-centricity
• Communication skills
• Presentation skills
• Influencing skills
• Integrity
• Accountability
• Professionalism
• Planning skills
• Execution skills
• Results delivery skills
• Innovation
• Adaptability
• Commitment to continuous improvement

• Bachelor’s degree in information technology, Computer Science, Data Science, Engineering, Business Information Systems or a related field from a recognized institution.
• Professional certifications in Artificial Intelligence, Data Analytics, Automation, Customer Experience, Agile, Project Management, Product Management, or Digital Transformation will be an added advantage.