Specialist, Self Care at 9Mobile

Job Summary

    The specialist, Self-Care is part of the Customer Experience team and is responsible for enhancing existing and building new self-care capability across Etisalat service touch points primarily Web and Mobile channels.
    We are looking for an individual with an attention to detail whose aims include delighting customers through features and experience.
    Passionate about growing the online interactions and making etisalat.com.ng the one stop shop for product information and account management.
    This is a critical support role for the Customer Experience Team leading cross-functional internal and external teams to deliver a range of projects and initiatives at a time of significant online transformation.
    You will have significant responsibility and ownership for the definition, documentation and execution of Self Care Projects including directing and motivating project teams members and third party suppliers.

Principal Functions

    Execute the Online User Experience (UX) and self-care plan, increase self-care transactions to meet and exceed targets KPIs
    Cooperate in setting KPIs, build online dashboard and monitor results.
    Focus on delivering the key KPIs and stop activities not pointing in direction of these activities.
    Establish stable links with CC and segment teams to ensure effective and successful Self-care operations for Online
    Drive Etisalat Nigeria's Mobile self-care activities
    Manage a stable customer experience, and professional operation to support commercial and efficiency plans
    Cooperate in the design of an online capability roadmap in alignment with segments, CC and IT to ensure full capability support for Self Care targets
    Manage effective and targeted online activities including proactive self-care campaigns
    Align capability roadmap to make sure plans support Self-care boost plans
    Establish direct links between commercial activities and self-care activities to strengthen and boost both transactions
    Control scope, budget and timing of online capability developments.
    Control customer experience of online capabilities to guarantee superior customer experience for Etisalat customers
    Manage the maintenance of online capabilities delivered by the unit
    Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Online User Experience and Self-Care.

Educational Requirements
First degree or equivalent in a relevant discipline.

Experience, Skills & Competencies

    Three to five years as a usability engineer, user experience designer, graphic designer, user researcher, or equivalent title in software design or development
    A thorough understanding of consumer needs, drivers and issues
    Experience with both Web and Mobile applications - working knowledge of ecommerce and CMS platforms
    Experience of online self-help / Online Self-care exposure would be very attractive
    Experience within telecoms / mobile operator very advantageous.
    Exceptional people and communicator skills to bridge gap between technical and commercial teams
    Ability to work with creative disciplines i.e. UX, graphic design and front end development teams
    Outgoing, organized, persistent, flexible and able to focus on long term goals