Gender & User Experience Manager at Viamo

As an integral part of the Platform Team, the Gender & UX Manager is responsible for understanding and empathizing with the Viamo Platform users and continually designing, testing, and scaling improvements that bring measurable outcomes at scale. You will help the Platform Team design valuable experiences for end users - especially women and girls - and run tests and prototypes to continually develop and update user journeys, personas, and experiences; and scale what works across our 20+ Platforms in Africa and Asia. You will do this by working with in-country platform teams to conduct user research and implement pilot projects as well as working cross-functionally with product crews, design and user research, and the global programs and partnerships teams. You are an expert in understanding hard-to-reach mobile users, you are data-driven in your approach, and you are always aware of the exciting new trends and possibilities for the Viamo Platform. You are organized, ambitious, and excel working across cultures and time zones.

Key Responsibilities

• Empathize with Viamo’s mobile Platform users (our beneficiaries) to understand their needs to access information as well as products and services offered by our clients: buying, selling, booking appointments, redeeming vouchers, etc.
• Empathize with Viamo’s partners (our clients) to understand their priorities in engaging with the 4 billion audiences that have access to only a simple (non-smart) phone. Viamo’s partners include all large organizations working in emerging markets: international development agencies, healthcare providers, financial institutions, mobile network operators, agricultural input suppliers, etc.
• Design new experiences and product offerings and learn from Platform users, especially women and girls.
• Connect with users, run co-design workshops, conduct user research, and/or conduct usability testing - remote and in person.
• Work with design leads, and align research objectives to the objectives of the platform team and the company’s Product Strategy.
• Create tools and processes to build relationships with end users for testing. d. Help Viamo’s Platform Managers and Country Teams design prototypes for testing different user experiences and content ideas.
• Manage implementation of pilots, tests, and experiments to improve platform performance (growth and retention), content quality, and user experience.
• Identify and measure platform engagement data points to track the success of various initiatives.
• Oversee the analysis, synthesize research findings, and create relevant, revealing, and inspiring artifacts (personas, journey maps, storyboards, presentations, etc.) and use data to make decisions about new best practices.
• Report and present findings and recommended action plans to decision-makers at critical forums within the organization.
• Manage complex projects, including but not limited to BMGF, by Collaborating with country teams, product crews, other global team members, and external consultants for complex projects.
• Taking Responsibility for the allocation and management of financial, human, and other resources.
• Track progress, milestones, and deliverables and report as needed.
• Work with the global product leads and in-country teams to scale best practices efficiently and with high quality.
• Provide support for country teams: help define quarterly initiatives, brainstorm and problem-solve when issues arise; find creative solutions.
• Update and maintain guidebook and training materials; create additional materials, tools, and processes to optimize the Platform and improve team capacity.
• Produce evidence of service effectiveness (impact and revenue) to deepen relationships with key stakeholders and support sales. Present findings to the platform team, other product crews, to Viamo more broadly.
• Build the Capacity of the in-country Platform Managers and Regional Platform Managers through tools, workshops, and other learning opportunities.
• Help creates a knowledge base and product vision and evolves product offerings to better serve our clients and beneficiaries.

Key Performance Indicators

• Number of Mobile Users (Monthly Active Users)
• Number of Meaningful Interactions or Benefits Consumed (Key Messages, Key Actions)

Engagement:

• Caller to Listener Ratio
• MAU to YAU Ratio
• Monthly MAU Retention
• Benef
• Consistency and Completion of Monthly Tasks
• Project Delivery Milestones and Client Satisfaction
• Team and Reporting Structure
• Reports to the Lead Product Manager of the Viamo Platform

Required

• 5+ years of product/platform experience including user experience research and design work
• 5+ years of experience working in or with the development sector, ideally with a focus on the application of social and behavioral change communication in the areas of health services, family planning, and gender issues
• Experience synthesizing and sharing research findings
• Experience coordinating and conducting design workshops with users and other stakeholders to improve product experiences.
• Experience building the capacity of others to conduct design research and activities
• Experience participating in and managing complex projects
• A strong desire for problem-solving with a positive attitude
• Bachelor or Master's degree in IT, Busi, ness, Design or Behavioural Science discipline