About Company
Econet Wireless Zimbabwe is Zimbabwe’s largest telecommunications and technology company, dedicated to empowering individuals and businesses through innovative digital solutions. Since our inception, we have been at the forefront of driving digital transformation, offering a comprehensive suite of services that include mobile connectivity, financial services (EcoCash), insurance (EcoSure), health services, and various enterprise solutions built on robust, scalable platforms. Our vision extends beyond connectivity; we aim to create a digitally inclusive society where everyone can access the tools and information they need to thrive. We are a values-driven organization committed to excellence, integrity, and social responsibility. Our team comprises passionate innovators who are constantly pushing boundaries to deliver world-class services that improve lives and foster economic growth across Zimbabwe. We believe in investing in our people, providing an environment that encourages continuous learning, personal growth, and impactful contributions. Join Econet and become part of a legacy of innovation that is shaping the future of digital Zimbabwe.
Job Description
Are you passionate about making cutting-edge technology accessible and intuitive for everyone? Do you thrive on helping users discover the full potential of digital products? Econet Wireless Zimbabwe, a leader in telecommunications and digital innovation, is seeking a dynamic and empathetic User Onboarding Specialist to join our growing team. In this pivotal role, you will be instrumental in shaping the initial experience of our users with our diverse portfolio of SaaS-like digital services, including EcoCash, EcoSure, and various enterprise solutions. We believe that a seamless and empowering onboarding journey is the foundation of long-term user satisfaction and product adoption. As a User Onboarding Specialist, you will design, implement, and optimize strategies that guide new users through their first interactions, ensuring they quickly understand the value and functionality of our offerings. This is a unique opportunity to contribute to a company that impacts millions of lives daily, fostering digital literacy and inclusion across Zimbabwe. We are looking for an individual who can blend technical acumen with exceptional communication skills, transforming complex features into simple, digestible steps. The role offers the benefit of flexible hours, allowing you to manage your schedule effectively while meeting our business objectives and user needs. This flexibility is designed to support a healthy work-life balance, empowering you to deliver your best work whether you’re crafting interactive tutorials, leading webinars, or analyzing user engagement data. You’ll be part of a collaborative environment where your insights directly influence product development and user success. Join us in our mission to connect, empower, and innovate for a better digital future in Zimbabwe.
Key Responsibilities
- Design, develop, and implement comprehensive user onboarding programs and materials for new and existing SaaS-like digital products.
- Create engaging educational content, including tutorials, guides, videos, FAQs, and interactive walkthroughs, to facilitate product adoption.
- Analyze user behavior data and feedback to identify pain points in the onboarding process and propose data-driven solutions.
- Collaborate closely with product, marketing, and customer support teams to ensure a cohesive and consistent user experience.
- Conduct user training sessions and webinars, both online and occasionally in-person, to educate users on product features and best practices.
- Monitor key onboarding metrics (e.g., activation rates, time-to-value) and continuously iterate on strategies to improve user engagement and retention.
- Stay informed about industry best practices in user onboarding, customer success, and SaaS product adoption.
Required Skills
- Minimum of 3 years of experience in a user onboarding, customer success, product education, or similar role, preferably with SaaS products.
- Proven ability to create clear, concise, and engaging educational content across various formats.
- Strong understanding of user experience (UX) principles and customer journey mapping.
- Proficiency with analytics tools (e.g., Google Analytics, Mixpanel, Amplitude) to track user behavior and inform decisions.
- Excellent written and verbal communication skills in English, with the ability to explain complex concepts simply.
- Demonstrated empathy and a user-centric approach to problem-solving.
- Strong project management skills and the ability to manage multiple initiatives simultaneously.
- Proficiency in Microsoft Office Suite or Google Workspace.
Preferred Qualifications
- Bachelor’s degree in Marketing, Communications, Business, Information Technology, or a related field.
- Experience with CRM software (e.g., Salesforce) and help desk platforms (e.g., Zendesk).
- Familiarity with graphic design tools (e.g., Canva, Adobe Creative Suite) for content creation.
- Experience working in the telecommunications or fintech industry.
- Ability to speak local Zimbabwean languages (e.g., Shona, Ndebele) is an advantage.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Flexible working hours to support work-life balance.
- Comprehensive health and wellness benefits.
- Opportunities for professional development and continuous learning.
- Engaging and collaborative work environment.
- Access to the latest digital tools and technologies.
- Company-sponsored training and certification programs.
- Contribution to impactful digital transformation initiatives across Zimbabwe.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume highlights your relevant experience in user onboarding and SaaS environments.