Role Description
Customer Experience business strategy and priority.
Usage analysis and correlation to Network issues.
Role Responsibility
Identify and assess the customer and business impact of CEM insights, network performance and service degradation including inputs from customer complaints, BSS systems and usage pattern changes.
Monitors and records service usage trends per location, per device type and app type.
Maintain a knowledge base of high usage and high value touch points and high impact geographies
Interact with the customer or network operations team to acertain the customer and business impact
Recommend and help in prioritization of resolution of the multiple customer facing issues and service issues.
Proactively analyze the customer complaint trends (if available) to inform Ops manager
Calculate and quantify the business impact for CEM insights and network performance degradation incidents.
Competence and Skill requirementsDeep understanding of CEM use cases, data model, traffic flow. telecom trends, device analysis, and operator business prioritiesStart: 1st Oct 20176 month extendableLocation: NigeriaClient to provide:Business expenses outside home basedConsultant to provide:
Accommodation
Transport
Flight from home country
Visa and work permit costs
Local tax
Travel and medical insurance
Food and laundry
Apply via :
www.firstpointgroup.com
