Etisalat Nigeria commenced commercial operations on 23 October 2008 with a promise to deliver innovative and quality services in Nigeria. Since then, we have continued to deliver the best possible experience at the most affordable price to our subscribers.This commitment has led to the growth of our active subscriber base to over 21 million in just six years. Today, Etisalat has network coverage in all 36 states of the federation including Abuja, the federal capital territory as we continue to build our network and expand to new locations.
Analyst, Loyalty & Retention
Job TypeFull Time
QualificationBA/BSc/HND
Experience 1 year
Location Lagos
Job Field Sales / Marketing
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
Analyst, Product Integration
Job TypeFull Time
QualificationBA/BSc/HND
Experience 1 year
Location Lagos
Job Field Sales / Marketing
Job Summary
Support the Customer Experience Management team to identify, develop and implement projects, business cases across existing and future products base
Principal Functions
Provide support in identifying opportunities for the improvement of services by recommending process and technical solutions for change.
Support all service design projects to achieve the timely delivery of service improvement initiatives.
Review existing and new product and service process improvements opportunities across customer facing touch points.
Participate in all User Acceptance tests ensuring quality measures are adhered to before products or services are delivered into live environments.
Co-ordinate the mystery shopping programme across all frontline touch points.
Be the ears and eyes of the customer across the organisation - ensuring the customer expectations are exceed with design and usability across all products and services.
Provide support for all product integration activities for the Service Design Unit.
Prepare periodic reports and analysis on escalated issues and ensure all issues raised are resolved within agreed SLAs Perform detailed and rigorous analysis of current business processes, making creative and innovative recommendations for experience improvements.
Work in collaboration with cross functional teams to develop customer journey maps
Support the design, set up and launch of new products and services.
Carry out other tasks as directed by Manager, Service Design
Manage and update a database of all launched products, services and promotions on the network Provide support in the evaluation of proposed technical solutions to ascertain their suitability for services delivery.
Assist the Manager, Service Design to implement ad-hoc tasks assigned.
Educational Requirements
University degree or equivalent in relevant discipline
Experience, Skills & Competencies
Minimum of One to Two years post NYSC work experience
Proficiency in Ms Office - Visio, Excel, Word and PowerPoint
Excellent business analysis skills including a wide range of techniques for data and analysis (including process modelling, process mapping and business requirements specification)
Communicates tactfully and effectively both verbally and in writing
Maintain effective work relationships with all stakeholders and 3rd party partners
Flexibility and adaptability to new instructions and/or dynamic organisational priorities
Must be a team player and able to work collaboratively with and through others.
Advanced problem solving and root cause identification skills.
Experience in telecommunications industry will be an added advantage
Method of Application
Interested and suitably qualified candidates should click here to apply online.
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