Manager - Customer Experience (Optimization and Measurement) job at MTN-Uganda

Job Description

Main Purpose:

Responsible for driving Customer satisfaction based on measuring and analyzing NPS and other VOC matrices from the VOC automated platform. Correlate divisional metrics/KPIs with CEX VoC Measurements to develop insights on issues/opportunities.

MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position.

Job Title: Manager - Customer Experience (Optimization and Measurement)

Reports to: Senior Manager - Customer Enablement and Planning

No. of Vacancies: 1

Main Job Functions:

Task Complexity:

Financial Perspective

• Support the Shareholder return strategy by developing and implementing CEX Processes that are aligned to achieving all elements on the business score card. (I.e. Net Promoter Score ( ), Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
• Serve the Division’s internal customers and provide solutions to improve customer experience.
• Support the identification and resolution of customer issues; achieving milestones; committing and managing appropriate resources; maintaining forward momentum and achieving desired outcomes
• Liaise with Senior Management in MTN Uganda CEX to ensure effective integration and cross-functional collaboration across all functions responsible for driving the Customer Experience agenda
• Review and measure key customer satisfaction indices from successful execution of CEX projects
• Liaise with other teams to carry out performance assessments, solve problems and identify opportunities for improvement in High Volume Customer journeys
• Track process, product, structure & design optimization resulting from Transactional surveys.
• Manage Enterprise Dashboard of Customer experience performance indicators.
• Develop strategy for Self Service and Digital channels, myMTNApp and WEB, Revenue, Monitor and drive Monthly Average Users (MAU) for Apps, User engagement and other KPIs.
• Responsible for UI/UX designs and user journey on myMTNApp, Bots and other Digital Journeys
• Responsible for managing cultural change across the company through customer centricity cultural transformation.
• Facilitate Testing & approval of new products & services ensuring alignment with prescribed standards.
• Participate in diagnosing the drivers to Top complaints along Customer journey and ensuring resolution.
• Analyze Customer insights drawn from across research techniques and organizational boundaries to identify key Customer pain points & opportunities.
• Analyze and report on CEX Strategy’s implementation
• Further develop the concept of Digital NPS and implementation to measure sentiments across the digital and social landscape.
• Implementation of CEM tools and KPIs (DEI, CEI, NEI) measurement with correlation to NPS and Network performance
• Network and build solid relationships with internal units and relevant third parties (e.g. technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Customer Perspective

Internal Perspective

Stakeholder Perspectives

People (Learning & Growth)

Education

First degree in Business Admin, IT, Telecom Eng, Marketing or any other related discipline

Certification in Project Management will be an added advantage

Work Experience

• Minimum 5 years’ experience which includes:
• Minimum of 3 years’ experience in a related area of specialization; with experience in supervising/managing others
• Experience working in a medium to large organization
• Experience in Customer data analytics, Customer insights management & Statistical analysis will be an advantage

Customer Service or Experience Orientation

Skills / physical competencies:

• Customer Journey mapping
• Customer Focus
• Business Performance Measurement & Management
• Business Acumen
• Resource Management
• Project Planning & Management
• Experience in UI/UX design principles,
• Experience in sentiment analysis across various customer engagement channels
• Experience in driving cultural transformation toward customer-centricity within large organizations
• Proven track record in facilitating testing and approval of new products/services to ensure market readiness.
• Strong interpersonal and influencing skills for managing executive stakeholders, and cross-functional teams.

• Support the Shareholder return strategy by developing and implementing CEX Processes that are aligned to achieving all elements on the business score card. (I.e. Net Promoter Score ( ), Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
• Serve the Division’s internal customers and provide solutions to improve customer experience.
• Support the identification and resolution of customer issues; achieving milestones; committing and managing appropriate resources; maintaining forward momentum and achieving desired outcomes
• Liaise with Senior Management in MTN Uganda CEX to ensure effective integration and cross-functional collaboration across all functions responsible for driving the Customer Experience agenda
• Review and measure key customer satisfaction indices from successful execution of CEX projects
• Liaise with other teams to carry out performance assessments, solve problems and identify opportunities for improvement in High Volume Customer journeys
• Track process, product, structure & design optimization resulting from Transactional surveys.
• Manage Enterprise Dashboard of Customer experience performance indicators.
• Develop strategy for Self Service and Digital channels, myMTNApp and WEB, Revenue, Monitor and drive Monthly Average Users (MAU) for Apps, User engagement and other KPIs.
• Responsible for UI/UX designs and user journey on myMTNApp, Bots and other Digital Journeys
• Responsible for managing cultural change across the company through customer centricity cultural transformation.
• Facilitate Testing & approval of new products & services ensuring alignment with prescribed standards.
• Participate in diagnosing the drivers to Top complaints along Customer journey and ensuring resolution.
• Analyze Customer insights drawn from across research techniques and organizational boundaries to identify key Customer pain points & opportunities.
• Analyze and report on CEX Strategy’s implementation
• Further develop the concept of Digital NPS and implementation to measure sentiments across the digital and social landscape.
• Implementation of CEM tools and KPIs (DEI, CEI, NEI) measurement with correlation to NPS and Network performance
• Network and build solid relationships with internal units and relevant third parties (e.g. technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

• Customer Journey mapping
• Customer Focus
• Business Performance Measurement & Management
• Business Acumen
• Resource Management
• Project Planning & Management
• Experience in UI/UX design principles,
• Experience in sentiment analysis across various customer engagement channels
• Experience in driving cultural transformation toward customer-centricity within large organizations
• Proven track record in facilitating testing and approval of new products/services to ensure market readiness.
• Strong interpersonal and influencing skills for managing executive stakeholders, and cross-functional teams.

• First degree in Business Admin, IT, Telecom Eng, Marketing or any other related discipline
• Certification in Project Management will be an added advantage