Fenny Gitahi

A seasoned Product Manager with over 10 years of experience working cross-functionally with developers, quality analysts, and UX/UI designers in the telecommunications industry to guide products from conception to launch to solve in-market problems for customers across Sub-Saharan Africa.

Product Manager - Zuri Squad ¡ Safaricom PLC Oct 2022 – Present

• Develops and clearly communicates product and squad vision to shape the purpose and mission of the squad, improving team alignment and stakeholder management.
• Leads stakeholder alignment efforts and effectively manages expectations, resulting in a clearer understanding of priorities and project requirements.
• Builds and manages squad backlog, prioritizing items to align with business goals and continuously keeping it up-to-date, resulting in improved user story management and backlog organization.
• Facilitates understanding of requirements within the squad through effective communication and collaboration, resulting in improved team performance and project outcomes.
• Interacts with other squads and tribes during synchronization ceremonies to plan and implement cross-squad tasks, improving cross-functional coordination and project success.
• Establishes a set of necessary competencies for the squad in partnership with Chapter Leads to build a culture of high performance, accountability, inclusion, energy, and fun for the team and beyond.

• Developed and implemented customer journeys on Zuri for seven platforms: WhatsApp, Telegram, Facebook Messenger, mySafaricom App, SMS 100, SMS 234, M-PESA App, and Safaricom Web, increasing customer acquisition to 10M. 
• Collaborated with development, quality, and architecture teams to ensure high-quality product releases, with a 99% success rate in sprint testing.
• Created and delivered engaging conversational AI experiences to resolve customer issues, increasing the touch point NPS by +5.
• Supported the growth and penetration of mySafaricom App, Zuri, and Jitambulishe through optimization of CVMs and digital marketing, resulting in a 50% increase in app downloads.
• Conducted weekly chatbot conversation analysis to identify automation opportunities, reducing manual customer interactions by 15%.
• Tuned and refined AI Bot NLP, workflows, and intents, improving bot accuracy by 20%.
• Maintained knowledge of current and emerging technologies related to Bots, AI, and analytical tools, resulting in the implementation of new capabilities and features in the bot.

• Successfully handled online customer inquiries for Safaricom products and services on Twitter, Facebook, and Chat platforms.
• Developed and nurtured positive relationships between customers and the business, regularly communicating new developments and gathering feedback.
• Utilized automated information systems to quickly and efficiently analyze customer situations and provide solutions.
• Met and exceeded individual targets for productivity and quality, monitoring all resolutions provided to customers.
• Actively participated in developing new ideas and procedures to enhance customer service and brand loyalty.
• Collaborated effectively with other teams and departments to provide superior service to both internal and external customers.

Masters in Project Planning and Management ¡ University of Nairobi

Bachelor of Arts in Sociology Major Communications Minor University of Nairobi

Diploma in Software Engineering ¡ Moringa School