Graduate & Experienced Job Opportunities at Etisalat Nigeria

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

go to method of application »

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

go to method of application »

Job Summary       
This position will be responsible for overseeing the completion of the annual audit plan which consists of a variety of Internal Audit, regulatory and special reviews. This position will be expected to provide significant input on the Internal Audit department methodology. Interaction with all levels of management, staff, third party assessors and auditors will be required.
       
Principal Functions       

• Participate as an integral member of the Audit Leadership Team, including providing inputs into the strategic direction and insight into the audit operations through identifying enhancements, areas of focus and personnel skill sets necessary for Internal Audit Charter execution.
• Interact with all levels of Etisalat's Senior Management team dealing with high level business and strategic issues and concerns.
• Participate in the development of the annual audit plan and follow audit reviews from planning through reporting.
• Manage reporting on the progress in executing the Audit Plan, including the audit planning process, testing and reporting.
• Document and communicate reports to managers, executive leadership and the audit committee (as appropriate) on the internal audit findings and reports.
• Address issues during the Audit process by gathering facts, developing potential solutions, determining the best solutions, and implementing an action plan to solve the problem.
• Proactively identify control concerns, opportunities for improvement, and best practices.
• Assist in monitoring and providing ongoing coaching to other Audit professionals.
• Review and prepare work papers, computations, and statistical reports to assess compliance with established control procedures and identify potential issues and provide management remediation recommendations.
• Oversee regular remediation follow up to monitor adequacy and timely completion of management remediation plans.
• Perform and oversee completion of special reviews.
• Identify and implement quality control and assurance initiatives within the department.
• Participate in interview process of employment candidates.
• Carry out all other assignments as directed by the Director, Internal Audit

Educational Requirements       

• Bachelor's degree or HND in accounting, finance or related discipline.

Experience, Skills & Competencies       

• Nine (9) to Twelve (12) years work experience with a minimum of 3 years in a managerial role
• Minimum 10 years of audit experience. Consulting experience desired; public and corporate internal audit experience also acceptable.
• Professional certification such as ACA, CIA, CISA, CFE, ACCA or other acceptable certification is required.
• Advanced knowledge of GAAP, COSO, IIA and other professional standards.
• Outstanding ability to summarize complex and numerous activities and issues into succinct presentations for a wide-range of internal and external executive constituents.
• Demonstrate experience leading projects and teams.
• Proven ability to multi-task and meet aggressive targets in a high-energy, fast-paced, constantly changing environment.
• Strong collaborative style with an ability to build effective working relationships across functions, geographies and levels.
• Ability to be creative and innovative in accomplishing goals understanding where 'tried and true' is the most appropriate course and where 'outside the box' thinking is most effective.
• A working knowledge of applications and databases that encompass all business cycles (including key cycles of revenue, expenses, payroll, and financial).
• Expertise in developing and executing data mining and analysis involving Excel or other software for financial and non-financial data
• Proficient in applying audit principles, standards, and techniques in reviewing and testing business/operational systems and an understanding of COSO and risk assessment practices.
• Strong analytical ability, including knowledge of cash flow analysis and financial modelling techniques.
• High ethical standards, unquestioned personal integrity, highly professional and credible, with strong ethics and values consistent with Etisalat's culture.

go to method of application »

Job Summary       
Assist with the monitoring and implementation of Health and Safety standards, policies and procedures in Etisalat offices.
   
Principal Functions       

• Assist Manager, Health and Safety with the training of personnel on safety response techniques and general Health and Safety awareness (including fire drills etc.).
• Assist with implementation of programs to increase staff safety awareness, discipline etc.
• Ensure staff comply with all Etisalat Health and Safety policies and procedures.
• Assist with the resolution of health and safety concerns and escalate unresolved issues to the Manager, Health and Safety
• Assist with the analysis of accident and incident statistics, causes and corrective actions taken on a monthly basis.
• Conduct investigations into all incidents, and ensure implementation of approved actions.
• Stay abreast of industry Health and Safety updates and provide input into the update of Etisalat Health and Safety policy as required.
• Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Health and Safety
• Perform any other duties as assigned by the Manager, Health and Safety

Educational Requirements       

• First degree or its equivalent in a relevant discipline.     

Experience, Skills & Competencies       

• Minimum of one (1) year post NYSC relevant work experience.

go to method of application »

Job Summary       
Participate in the development and ensure implementation of Etisalat Nigeria?s promotions strategy for all retail channels
The person in this role will leverage his/her background and understanding of retail shopper/customer insight and analysis to develop programs and initiatives that would guide differentiation in the retail experience we offer, which will enable us achieve our vision of retail leadership
       
Principal Functions       

• Support the development and execution of shopper/customer insight driven plans including retail marketing analysis and product trend reports for retail promotions, events / sponsorships and other retail marketing activities/initiatives
• Analyse and evaluate in-house and competitive promotions and programs to ensure the effectiveness of current and planned Retail programs
• Coordinate and work with the business intelligence, segment, products, channel sales and, brand & experience marketing teams to develop retail promotional alignment and tailored campaigns for the retail channel
• Develop quarterly promotional calendar that will guide the development and execution of programs to increase retail foot traffic and drive strong sales performance
• Work with the Retail operations team to develop tactical initiatives to increase Retail organic sales
• Responsible for the allocation of fixtures, POS, Promo briefing and training materials for all business wide promotions
• Conduct regular visits to the retail stores to ensure proper execution of promotions and build relationships with the retail, products, segment, brand communications and in-direct sales teams
• Manage the activities of vendors and 3rd-party agencies to ensure timely delivery and execution of all programs and initiatives
• Implement the unit?s work programmes and plans in line with agreed-upon procedures and guidelines
• Plan and manage the resources of the team to optimize sale performance and morale as well as enhance productivity
• Prepare/ compile agreed periodic activity and performance reports for the attention of the Manager, Retail Marketing or senior management as required

Educational Requirements       

• First degree or equivalent degree in business administration, sales, marketing, advertising or similar field preferred

Experience, Skills & Competencies       

• Experience working in a target driven sales environment
• Three (3) to (5) years direct and relevant experience in Consumer Marketing, Retail marketing or Customer/Trade marketing or 1-2 years of experience in a sales promotion, marketing, advertising
• Excellent oral and written communication skills
• Strong project management skills
• Highly motivate and analytical
• Proficiency in Microsoft Office (Word, Excel & PowerPoint)

go to method of application »

Job Summary       
Participate in the development and ensure implementation of Etisalat Nigeria's promotions strategy for all retail channels
The person in this role will leverage his/her background and understanding of retail shopper/customer insight and analysis to develop programs and initiatives that would guide differentiation in the retail experience we offer, which will enable us achieve our vision of retail leadership
       
Principal Functions   

• Support the development and execution of shopper/customer insight driven plans including retail marketing analysis and product trend reports for retail promotions, events / sponsorships and other retail marketing activities/initiatives
• Analyse and evaluate in-house and competitive promotions and programs to ensure the effectiveness of current and planned Retail programs
• Coordinate and work with the Business Intelligence, Segment, Products, Channel Sales and Brand & Experience marketing teams to develop retail promotional alignment and tailored campaigns for the retail channel
• Develop quarterly promotional calendar that will guide the development and execution of programs to increase retail foot traffic and drive strong sales performance
• Work with the Retail operations team to develop tactical initiatives to increase Retail organic sales
• Responsible for the allocation of fixtures, POS, Promo briefing and training materials for all business wide promotions
• Conduct regular visits to the retail stores to ensure proper execution of promotions and build relationships with the retail, products, segment, brand communications and in-direct sales teams
• Manage the activities of vendors and 3rd-party agencies to ensure timely delivery and execution of all programs and initiatives
• Implement the unit's work programmes and plans in line with agreed-upon procedures and guidelines
• Plan and manage the resources of the team to optimize sale performance and morale as well as enhance productivity
• Prepare/ compile agreed periodic activity and performance reports for the attention of the Manager, Retail Marketing or senior management as required       

Educational Requirements       

• First degree or equivalent degree in business administration, sales, marketing, advertising or similar field preferred

Experience, Skills & Competencies       

• Experience working in a target driven sales environment
• Three (3) to (5) years direct and relevant experience in Consumer Marketing, Retail marketing or Customer/Trade marketing or 1-2 years of experience in a sales promotion, marketing, advertising
• Excellent oral and written communication skills
• Strong project management skills
• Highly motivate and analytical
• Proficiency in Microsoft Office (Word, Excel & PowerPoint)

go to method of application »

Job Summary       

• The Manager, Online User Experience and Self Care will be responsible for devising, planning and driving the redesign of Etisalat online and social media channels to create a 'best in class' experience for customers, through effective cooperation with the Marketing, Sales, Support and technical teams.
• Embedding a data-driven approach, leveraging customer insight and research from multi-variant testing to roll out iterative enhancements and fine-tune the online experience.
• Drive customer-focused changes to operational and business processes to establish online as the channel of choice for an increasing proportion of Etisalat customers, and drive advocacy.
• Increase Brand Advocacy and TOMA through social media adoption and engagement.
• The role is all about creating a 'best in class' online experience across Online and self-care platforms for our customers, providing clear and compelling reasons to service through Web, Social and Mobile channels.  

Principal Functions       

• Define user experience (UX) guiding principles and interaction styles.
• Champion best practice of user centric design (UCD) and usability.
• Managing the accuracy and relevance of content on Etisalat.com.ng and all other Etisalat domain platforms.
• Develop design guidelines in conjunction with Brands and Experience team to enforce site layout, look and feel. Delivering subjective appeal, consistency, ease of use and readability using the appropriate media to potential and existing customers.
• Define functionality for self-care platforms and Increase the volume of site visits and educating our customers of the benefits of using our online channel as an account management and self-service channel.
• Continually optimise and improve the online customer experience to maximise impact on Self Service targets, including Web, USSD, and mobile app whilst ensuring high levels of customer satisfaction and reducing customer contact.
• Create online service processes which achieve their highest potential (e.g. by monitoring page visits and dropout rates) and making improvements on usability.
• Execute the Social Media marketing strategy across all Etisalat Social Channels.
• Work with others teams across Etisalat including Commercial and Technical teams to develop manage and execute the online strategy; including promoting Value Added Services to existing customers.
• Manage and deliver tactical and strategic projects involving managing the complete end to end process from mapping customer journeys, wireframe development, UI/UX, creative execution
• Reporting and analysis of Social media and online performance, providing weekly updates to business stakeholders including insight, plans and recommendations.
• Manage content accuracy, relevance and enforce governance on Etisalat domain websites and social channels.
• Work closely with portal development resource and continually improve the process to analyse, prioritise and efficiently manage tasks coming from areas of the business.
• Provide leadership and guidance to team members and manage subordinates performance towards the achievement of overall team objectives.
• Perform any other duties as assigned by the Head, Customer Experience & Retention      

Educational Requirements       

• First degree or equivalent in a relevant discipline.

Experience, Skills & Competencies       

• 6 - 8 years work experience as a usability engineer, user experience designer, graphic designer, user researcher, or equivalent title in software design or development
• Experience in Social media marketing strategy and execution.
• Knowledge of HTML5, CSS and Java Script
• Demonstrable passion for Social media, online and UCD (User centric design)
• Proven experience in Online User experience development and delivery
• Reporting and Analytics (strong Excel skills essential)
• Willing to take the initiative, ability to innovate and think creatively
• Planning and Business Case Development
• Knowledge of Social Media Analytical tools and techniques.
• Grasp of self-service principles and techniques
• Strong communications skills with an ability to work across the business (strong PowerPoint skills essential)
• Ability to develop business relationships and clearly present information to senior stakeholders.