Episode Experience Manager for Prepaid Mobile

DUTIES AND RESPONSIBILITIES

• End-to-End Episode Ownership: Own and continuously improve core prepaid journeys including SIM purchase, activation, first-time usage, reload/top-up, promo usage, balance management, retention, and win-back—optimized for speed, simplicity, and accessibility.
• Retail & Distribution Experience: Enhance customer and seller journeys across distributors, sub-distributors, and retail outlets. Remove friction in SIM availability, activation, loading, and promo communication; standardize last-mile execution with channel teams.
• Customer Behavior & Insights: Analyze reload patterns, promo usage, churn triggers, and multi‑SIM behavior. Convert insights into targeted interventions that improve activation, reload frequency, conversion, and retention.
• Omni‑Channel Optimization: Ensure consistent, high‑performing journeys across USSD, SMS, IVR, apps, web, and retail. Prioritize low‑bandwidth, non‑app experiences; improve flow‑t...