Digital & Payments Experience Manager

Company description:

Digicel Group Limited

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions.

Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With the Better-Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out.

Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets.

Visit www.digicelgroup.com for more.

Job description:

Job Title: Digital & Payments Experience Manager

Primary objective of the job: 

Leads the end-to-end performance, governance, and optimization of digital payment systems and customer-facing digital tools across all touchpoints. Responsible for managing mobile apps, web portals, third-party platforms, and payment gateway relationships to ensure seamless, secure, and user-friendly payment experiences. In addition, the role oversees the performance and continuous improvement of digital customer tools—to enhance self-service capabilities and support interactions. Aligning operational efficiency with customer experience excellence, by identifying pain points, gathering user feedback, and collaborating with technology, finance, and customer service teams to deliver a frictionless digital journey.

Main Duties and Responsibilities:

• Design and manage systems to gather customer insights from multiple channels and translate them into actionable recommendations
• Continuously assess the end-to-end customer experience to identify pain points and opportunities for improvement
• Lead initiatives that enhance customer satisfaction, by addressing root causes of friction and inefficiencies
• Oversee the execution of customer experience projects, ensuring timely delivery and measurable impact
• Act as the voice of the customer, fostering collaboration across departments to embed a customer-first mindset
• Define, monitor, and report on key performance indicators such as NPS, Resolution Rate, CSAT, CES & Payment success KPIs to evaluate success
• Utilize customer experience and analytics platforms to support data-driven decision-making
• Advocate for continuous improvement and customer empathy through training, communication, and leadership engagement

Academic Qualifications and Experience Required:

• Bachelor's degree in Business, Information Systems, or related field
• A minimum of five (5) years of experience in digital payments operations, E-commerce, Fintech, or telecom digital services
• Strong understanding of payment gateways, mobile payment architecture, dispute workflows, and bank-card compliance standards.
• Excellent analytical, communication, and problem-solving skills
• Proficiency in digital platform reporting tools and payment analytics

Functional Skills:

• Lead and Coordinate Cross-Functional Teams Effectively
• Communicate with clarity across all levels
• Manage complex projects and competing priorities
• Collaborate across departments to drive alignment
• Exercise sound judgment and maintain confidentiality
• Demonstrate strong time management and execution skills