Lead Customer Experience job at Airtel

Why Airtel Africa?

• At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.
• We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.
• By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.

Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

Responsibilities

The position is responsible for Customer user experience on all channels, product journeys, and resolution of customer pain points.

• Manage the Customer Life cycle to ensure first class experience on all Airtel Money products.
• Develop customer retention programs.
• Continuously monitor and test customer journeys on various channels and participate in any related changes during UAT and postproduction sanity tests.
• Constantly review the efficiency of self-care services – IVR, website and APP.
• Benchmark and work with knowledge experts to introduce global best practices.
• Manage customer experience and service level agreements' delivery across customer service teams.
• Monitor service operations and ensure achievement of targeted customer satisfaction ratings and churn targets.
• Ensure efficient and effective delivery of mobile commerce customer service operations.
• Prepare timely daily, weekly and monthly reports for different stakeholders ensuring timely submission.

Qualifications

• A minimum of 3 years of experience in commercial or Business Development, and relationship management.
• Bachelor's degree in Business/ Social studies/ commerce or related field.
• Post Graduate qualification in Business, commercial/banking field will be an added advantage.

Skills critical to the role.

• Strong understanding of all aspects of customer life cycles and relationship management.
• Good communication and people skills.
• Understanding of the market.
• Strong analytical and data interpretation skills.
• Leadership skills.
• Excellent verbal and written communication, organizational and interpersonal skills.
• Ability to work effectively under time constraints and deliver results by critical deadlines.
• High levels of integrity.
• Analytical and problem solving skills.

• Manage the Customer Life cycle to ensure first class experience on all Airtel Money products.
• Develop customer retention programs.
• Continuously monitor and test customer journeys on various channels and participate in any related changes during UAT and postproduction sanity tests.
• Constantly review the efficiency of self-care services – IVR, website and APP.
• Benchmark and work with knowledge experts to introduce global best practices.
• Manage customer experience and service level agreements' delivery across customer service teams.
• Monitor service operations and ensure achievement of targeted customer satisfaction ratings and churn targets.
• Ensure efficient and effective delivery of mobile commerce customer service operations.
• Prepare timely daily, weekly and monthly reports for different stakeholders ensuring timely submission.

• Strong understanding of all aspects of customer life cycles and relationship management.
• Good communication and people skills.
• Understanding of the market.
• Strong analytical and data interpretation skills.
• Leadership skills.
• Excellent verbal and written communication, organizational and interpersonal skills.
• Ability to work effectively under time constraints and deliver results by critical deadlines.
• High levels of integrity.
• Analytical and problem solving skills.

• A minimum of 3 years of experience in commercial or Business Development, and relationship management.
• Bachelor's degree in Business/ Social studies/ commerce or related field.
• Post Graduate qualification in Business, commercial/banking field will be an added advantage.