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
go to method of application ยป
You will become part of our growing team in Nigeria, working with some of the most innovative development organizations and private sector companies. Your role is to ensure quality on the Viamo platform to the delight of our partners who deeply care about the impact of projects. In this role, you will work primarily on a multi-year, cross-sectional project, funded by the Bill and Melinda Gates Foundation (BMGF). The project is based on a 3-pillared approach to contribute to the goals of the BMGF and in particular the Gender, Family Planning (FP), and Neglected Tropical Diseases (NTD) programme strategy teams (PST). These three pillars leverage the Viamo platform’s unique ability to reach the ‘under-connected’ or otherwise difficult-to-reach populations - including women and girls - through their mobile devices, in their own language, and irrespective of their literacy levels. Viamo will first conduct a quantitative analysis of our current users and qualitative field research of our current and potential users and develop a strategy that identifies women’s and girls' needs and barriers to activation and behavior change. Based on the research findings, Viamo will conduct UX experiments on the Platform in three countries, Mali, Nigeria, and Uganda
This position will support the management of the Viamo platform in Nigeria, with the Nigeria Head of Programs, to implement two of the Goals in Nigeria with funding coming from two distinct teams within the BMGF.The Family Planning PST - the funds are to support the UI/UX design and testing of the Viamo platform and leverage increased engagement to offer internal nudges (during a call to the Viamo Platform) and external nudges (to encourage first-time and previous callers to call the Viamo Platform) and links to platform users (handshakes), in the area of family planning. Through this engagement, Viamo will work closely with a research firm to conduct rigorous implementation research to measure the link between users’ activity on the platform and knowledge, attitude, and behavior outcomes for FP.
The Neglected Tropical Diseases PST will also leverage these platform improvements to offer nudges and links to platform users, but this time in the area of Neglected Tropical Diseases, especially awareness, prevention, and mass-drug administration.
Key Responsibilities
Manage 4-2-1 day-to-day activities.
- Master Viamo’s platform including configuration, route setup, and content building for Viamo’s product suite.
- Test 4-2-1 channels daily to ensure that the codes are working
- Update the master document containing all 4-2-1 messages
- Update dynamic content on the service
- Documentation and archiving of any changes made to the content of the service
- Track all other 4-2-1 related statistics, in collaboration with the Senior Platform Manager
- Issue and analysis of 4-2-1 monthly statistics
Upload and manage content on the Viamo Platform
- Master all Viamo mobile functionality for the creation and management of content trees with the 4-2-1 best practices
- Update audio files as needed
- Update text (USSD/SMS) as needed
- Create live dashboard links as requested for sharing with content partners
- Download data and create reports on usage as requested
Managing relations with the content production team
- Create and organize the content scripts with 4-2-1 best practices to share with the team for translation and recording.
- Ensure that all received content is of high quality, in the agreed-upon format, and delivered on time
- Once the audio files and text files have been sent back, review and compare the content to ensure consistency, grammatical accuracy, and clarity of the messages.
- If revisions to the audio file or the text need to be made, send it to the production team explaining the problem. Repeat as necessary.
- Update master document containing all 4-2-1 messages across all languages
- Document and archive any changes made to the content of the service
Pre-testing of content
- Lead the pre-testing of new 4-2-1 content for message quality and comprehension
- If necessary, identify, train, and supervise researchers for testing of content, according to 4-2-1 testing guidelines
- Produce summary reports with recommendations for improving the content
Issuance of statistics and reports related to 4-2-1
- Issue and analysis of 4-2-1 monthly statistics
- Track all other 4-2-1 related statistics, in collaboration with the Product Supervisor
- Write and send monthly usage reports to the MNO partner
- Write and send monthly usage reports to Content Partners
Manage the 4-2-1 marketing relations with the Mobile Network Operator
- Create 4-2-1 promotion messages with best practices and submit them to MNO for approval
- Collaborate with the MNO to create a schedule for promotions and ensure that it is followed
- Record the dates of promotion, and messages pushed across the different categories
- Create BTL reports for MNO and partners
Internal Coordination
- Coordinate with and solicit technical inputs from relevant Viamo departments when needed and ensure incorporation in project implementation.
- Document and share lessons learned and best practices from managed projects for internal and external use.
- Work with the Viamo team responsible for the implementation of the project to support the research, design, testing, and research of mobile engagement strategies using the Viamo platform for the FP and NTD goals of the project. This includes setting expectations on what success looks like, clear roles and responsibilities of the partner and Viamo, and understanding the type of reporting the partner is expecting.
- Coordinate with and solicit technical inputs from relevant Viamo departments when needed and ensure it’s incorporated into project implementation
- Conduct data analysis and report on the results of project and programmes
- Participate in Viamo’s Project Quality community of practice and apply PQ best practices for project management throughout project implementation in-country
Other: Nigeria project management support
- Support the Country Director as needed for Viamo’s work in Nigeria
- Assist with the design, strategy, and implementation of projects in Nigeria
- Lead project implementation, supporting translation, recording, and testing needs, amongst other project needs
- Carry out the technical deployment of the project on the Viamo platform
- Monitor and document performance metrics, end-user engagement, and impact to inform appropriate changes to project approach and overall implementation as needed.
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
- Benefits per User
- Consistency and Completion of Monthly Tasks
- Project Delivery Milestones and Client Satisfaction
Team and Reporting Structure
- Reports directly to the Senior Platform Manager, Nigeria
- Works closely with the Program Management team
Required
Essential Skills and experience
- Minimum bachelor’s degree and 5+ years of experience in ICT-related field
- Mastery of computers and mobile technology with proficiency in MS Office
- Experience in data collection and analysis.
- Experience with project management life cycle, monitoring, and evaluation.
- A willingness to do what it takes to get the job done. Whether that means going back to the drawing board with a problem or simply taking on different roles and responsibilities for a period of time, you thrive at adapting to changing environments
- Demonstrated ability to multitask, prioritize and coordinate
- Independent thinker and problem solver with proven experience in a fast-paced environment
- Proven ability to work independently, flexibility, and willingness to adapt to new tasks as needed
- Excellent attention to detail and thoroughness
- Excellent written and oral communication skills in English
- Fluency in Hausa and/or Yoruba and Igbo is an advantage
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