About us:

MOGO Auto Limited is part of Eleving Group, an international fintech company operating in sixteen countries across three continents. We are a world-class, reliable, and internationally trusted partner, expanding access to finance in Kenya to promote upward social mobility. Our portfolio encompasses a range of financial products, including car financing, motorcycle financing, tuk-tuk financing, electric motorcycle financing, logbook loans, and vehicle financing.

Since entering the Kenyan market in 2019, we have financed over 100,000 vehicles and served over 50,000 satisfied customers. In June 2024, our new motorcycle financing issuances surpassed the 230 million Kenya shilling mark.

Our growth is attributed to a focused market growth strategy, a strong emphasis on data and technology, and robust risk management structures. We process loan requests within 24 hours and offer flexible repayment terms of up to 60 months.

Our mission is to provide convenient and affordable financing solutions to our customers, backed by a lowest price guarantee.

MOGO is one of the few financial companies globally that finances cars of any age, brand, or model. We empower our customers to choose vehicles from trusted dealerships through our user-friendly online car portal.

MOGO Auto Limited recently signed a commitment letter with Development Finance Corporation (DFC), for a $10 million loan to finance electric vehicles in Kenya.

Our goal is to facilitate upward social mobility across Kenyan communities by providing innovative and sustainable financial solutions. We strive to build mutually beneficial partnerships with our customers, helping them find the best deals and guiding them through the purchasing process.

Join us - you'll love working in a collaborative and non-bureaucratic environment that is fun yet stable and sustainable.

What you will do:

Position Overview:

We are looking for a proactive and analytical Customer Experience Manager to take ownership of our Customer App. The role combines customer experience analysis, product ownership, and continuous improvement of the digital journey. You will drive app adoption, lead UX/UI improvements, and reduce reliance on inbound calls by offering smarter digital pathways.

Key Responsibilities:

1. Drive Customer App Usage & Adoption

Develop and execute outbound communication campaigns (SMS, WhatsApp, push notifications) to increase active app usage. • Monitor app version distribution and ensure customers update to the latest release. • Collaborate with Marketing and country teams to roll out targeted campaigns that boost feature adoption and engagement.

2. Lead App UI/UX Evaluation

Conduct customer interviews, usability tests, and surveys to identify friction points in the app. • Analyse behavioral data (drop-offs, low-usage areas, customer complaints) to inform UI/UX improvements.
Translate customer insights into actionable design recommendations.

3. Product Ownership & Continuous Improvement

Maintain and prioritise the Customer App improvement backlog.
Work with IT, QA, and design teams to deliver new features, improvements, and bug fixes. • Define feature requirements, acceptance criteria, and success metrics for app releases.
Ensure alignment between business goals, customer needs, and technical feasibility.

4. Reduce Inbound Calls Through Digital-first Solutions.

Analyse reasons why customers choose to call instead of using the app (journey gaps, unclear UI, missing features, etc.).
Map and quantify common inbound queries and propose digital self-service alternatives.
Work with chatbot vendors and internal teams to design and improve chatbot flows that resolve frequent issues.
Measure impact through reduction in inbound traffic and increased digital self-service rates.

What you will need:

Qualifications and Requirements:

Bachelor’s degree in Business, Marketing, Finance, or a related field
5+ years’ experience in customer experience, call center management, or digital/assisted channels
Experience in microfinance, banking, fintech, or telecoms is a strong advantage
Familiarity with CRM systems, call center tools, and CX metrics
Bachelor’s degree in Business, Sales and Marketing, Finance or related field (or equivalent experience) preferably within microfinance, banking, fintech, or telecom or banking.
Strong analytical skills, comfortable with metrics, dashboards, reporting.
Excellent communication (verbal and written) and interpersonal skills.
Good ICT literacy – CRM systems, MS Excel, tele-phony systems.
Knowledge of the Kenyan microfinance regulatory environment, KYC, AML, responsible lending preferred.
Ability to work in a dynamic, fast-paced environment, handle pressure and meet deadlines.
Integiity, high ethical standards and customer-centric mindset.

Core Competencies:

Results-oriented and self-motivated.
Problem-solving and continuous improvement mindset
Strong understanding of customer journey mapping and CX principles.
Excellent communication and stakeholder management skills.
Knowledge of consumer protection and financial services regulations.
Ability to balance customer needs with operational efficiency.
Strong interpersonal and negotiation abilities.
Data-driven decision-making and reporting skills.
Ability to turn insights into action
High integrity and commitment to customer protection principles
High empathy and cultural sensitivity.
Experience working with low-income or underserved customer segments.

Key Performance Indicators (KPIs):

Reduced customer effort and repeat calls
Clear, compliant, and consistent customer journeys
Improved customer satisfaction and trust
Customer Satisfaction (CSAT) / Net Promoter Score (NPS)
First Call Resolution (FCR)
Average Handling Time (AHT)
Call abandonment and wait times
Complaint volumes and resolution time
Compliance and quality audit scores

• Develop and execute outbound communication campaigns (SMS, WhatsApp, push notifications) to increase active app usage.
• Monitor app version distribution and ensure customers update to the latest release.
• Collaborate with Marketing and country teams to roll out targeted campaigns that boost feature adoption and engagement.
• Conduct customer interviews, usability tests, and surveys to identify friction points in the app.
• Analyse behavioral data (drop-offs, low-usage areas, customer complaints) to inform UI/UX improvements.
• Translate customer insights into actionable design recommendations.
• Maintain and prioritise the Customer App improvement backlog.
• Work with IT, QA, and design teams to deliver new features, improvements, and bug fixes.
• Define feature requirements, acceptance criteria, and success metrics for app releases.
• Ensure alignment between business goals, customer needs, and technical feasibility.
• Analyse reasons why customers choose to call instead of using the app (journey gaps, unclear UI, missing features, etc.).
• Map and quantify common inbound queries and propose digital self-service alternatives.
• Work with chatbot vendors and internal teams to design and improve chatbot flows that resolve frequent issues.
• Measure impact through reduction in inbound traffic and increased digital self-service rates.

• Customer experience analysis
• Product ownership
• Continuous improvement
• App adoption strategies
• UX/UI improvements
• Digital pathway development
• Outbound communication campaigns (SMS, WhatsApp, push notifications)
• App version monitoring
• Targeted campaign execution
• Customer interviews
• Usability testing
• Surveys
• Behavioral data analysis
• Design recommendations
• Backlog maintenance and prioritization
• Feature requirement definition
• Acceptance criteria definition
• Success metric definition
• Alignment of business goals, customer needs, and technical feasibility
• Journey gap analysis
• Digital self-service alternative proposal
• Chatbot flow design and improvement
• Impact measurement
• Analytical skills
• Metrics, dashboards, and reporting
• Communication (verbal and written)
• Interpersonal skills
• ICT literacy (CRM systems, MS Excel, telephony systems)
• Problem-solving
• Customer journey mapping
• Stakeholder management
• Data-driven decision-making
• Empathy
• Cultural sensitivity

• Bachelor’s degree in Business, Marketing, Finance, or a related field
• 5+ years’ experience in customer experience, call center management, or digital/assisted channels
• Experience in microfinance, banking, fintech, or telecoms is a strong advantage
• Familiarity with CRM systems, call center tools, and CX metrics
• Bachelor’s degree in Business, Sales and Marketing, Finance or related field (or equivalent experience) preferably within microfinance, banking, fintech, or telecom or banking.
• Strong analytical skills, comfortable with metrics, dashboards, reporting.
• Excellent communication (verbal and written) and interpersonal skills.
• Good ICT literacy – CRM systems, MS Excel, tele-phony systems.
• Knowledge of the Kenyan microfinance regulatory environment, KYC, AML, responsible lending preferred.
• Ability to work in a dynamic, fast-paced environment, handle pressure and meet deadlines.
• Integrity, high ethical standards and customer-centric mindset.
• Results-oriented and self-motivated.
• Problem-solving and continuous improvement mindset
• Strong understanding of customer journey mapping and CX principles.
• Excellent communication and stakeholder management skills.
• Knowledge of consumer protection and financial services regulations.
• Ability to balance customer needs with operational efficiency.
• Strong interpersonal and negotiation abilities.
• Data-driven decision-making and reporting skills.
• Ability to turn insights into action
• High integrity and commitment to customer protection principles
• High empathy and cultural sensitivity.
• Experience working with low-income or underserved customer segments.