Job Summary Support the development and design tactical retention initiatives for Etisalat customer value segments with a focus on engagement, lifecycle management and customer communications. Principal Functions
Build strong working relationships with a variety of cross-functional teams and stakeholders to ensure that the Customer is at the heart of the business’s thinking.
Proactively highlight existing processes, policies and procedures which adversely impact customer satisfaction leading to churn.
Use storyboarding, task analysis, and customer research tasks to capture and develop user requirements for product and service improvements.
Collaborate with customer experience and project teams to determine priorities for resolution of usability problems to optimize product improvements
Assist with creating and documenting customer experience best practices and project templates
Support the execution of user experience feedback survey schedule as agreed by the Head, Customer Experience and Retention Management.
Assist in identifying improvements to channel execution and brand perception, to ensure maximum customer satisfaction is delivered across all traditional and digital touch points.
Promote up-sell and cross-sell opportunities across the existing base using customer intelligence and user behaviour
Build customer advocacy in the form of touch-point ideas which deliver emotional connections to customers
Review the monthly customer health-check reports to understand key drivers of satisfaction, dissatisfaction, advocacy and churn (responsibility seems a little high for the role)
Support the execution of the Customer Surprise and Delight program
Provide support in the implementation of all action plans to resolve key issues affecting customer satisfaction and dissatisfaction
Communicates tactfully and effectively both verbally and in writing, and maintains effective work relationships with all stakeholders and partners
Conduct mystery shopping exercise at all Frontline Touch Points and prepare detailed reports of findings with recommendations
Educational Requirements
University degree or equivalent in relevant discipline
Experience, Skills & Competencies
Minimum of One to Two years post NYSC work experience
Problem solving and root cause identification skills.
Excellent business analysis skills including a wide range of techniques for data and analysis (including process modelling, process mapping and business requirements specification)
Must be a team player and able to work collaboratively with and through others
Proficiency in Ms Office – Visio, Excel, Word and PowerPoint
Previous work experience in telecommunications industry will be an added advantage
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