Intelligence and Automation Lead

Safaricom is hiring an Intelligence and Automation Lead to drive the transformation of Digital Care and Experience through artificial intelligence, intelligent automation, customer intelligence and advanced analytics in Kenya. The role is suited to professionals with strong AI, analytics, automation, customer experience and digital transformation expertise who can deliver predictive, personalized and commercially impactful customer journeys.

Key Job Information

• Position: Intelligence and Automation Lead
• Company: Safaricom
• Location: Safaricom Care Centre, Waiyaki Way, Westlands, P.O BOX 46350, 00100, KE
• Employment Type: Full time
• Job Category: Sales, Operations & Product Management
• Job Reference: 1541
• Application Deadline: 1 October 2026 at 11:55 PM

About Safaricom

Safaricom is a technology company operating in East Africa, with services connecting customers across Kenya and Ethiopia. Its services include connectivity and digital solutions such as M-PESA, and the company states its commitment to equal opportunity and representation across its workforce.

About the Role

The Intelligence and Automation Lead will oversee the use of AI, automation, analytics and customer intelligence to enhance Digital Care and Experience. The position will help create predictive and personalized customer journeys, improve digital adoption and operational efficiency, and support customer retention, growth and lifetime value.

The role will also provide governance for intelligent care ecosystems, AI and automation platforms, ensuring resilience, scalability, risk management and continuous optimization. It will lead the development of autonomous and self-healing customer journeys while translating customer and commercial intelligence into actionable business outcomes.

Key Responsibilities

• Develop the Digital Care Intelligence, Automation and Experience strategy in line with Safaricom’s growth, customer and digital transformation ambitions.
• Lead the evolution of Digital Care into an AI-powered, predictive and commercially focused customer engagement ecosystem.
• Design AI-driven omnichannel journeys using conversational AI, virtual assistants, intelligent self-service and real-time decisioning.
• Apply behavioral intelligence, predictive analytics and customer insights to support retention, loyalty, cross-selling and upselling.
• Develop propensity models for next-best-action and churn prediction across customer journeys.
• Deploy intelligent automation and hyper-automation solutions that improve productivity, service quality and cost-to-serve.
• Govern AI and automation platforms to support scalability, security, resilience, compliance and business readiness.
• Establish AI governance practices covering risk management, ethical AI, model controls, compliance and operational oversight.
• Collaborate with Care and Experience, Technology, Digital, Data and Commercial teams to deliver integrated customer solutions.
• Lead and develop high-performing teams while promoting innovation, experimentation, accountability and continuous learning.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Data Science, Engineering, Business Information Systems or a related field from a recognized institution.
• Strong knowledge of Artificial Intelligence, Machine Learning, Intelligent Automation, Robotic Process Automation, Conversational AI, Customer Analytics and Predictive Modelling.
• Experience with customer experience platforms, digital engagement channels, CRM systems, customer journey management and data visualization tools.
• Strong understanding of AI, automation, customer intelligence and analytics.
• Strong strategic, commercial and business acumen.
• Proven ability to lead transformation, innovation and change.
• Strong stakeholder management and cross-functional collaboration skills.
• Excellent analytical, problem-solving, decision-making, communication, presentation and influencing skills.
• Strong planning, execution and results delivery capabilities.
• Customer-centric approach with a focus on experience and value creation.
• High levels of integrity, accountability and professionalism.
• Innovative, adaptable and committed to continuous improvement.

Preferred Qualifications

• Professional certifications in Artificial Intelligence, Data Analytics, Automation, Customer Experience, Agile, Project Management, Product Management or Digital Transformation are an added advantage.

How to Apply

Qualified candidates who meet the required qualifications and experience can apply through the application button and attach their resume. Applications should be submitted by 1 October 2026 at 11:55 PM.