Analyst, Loyalty & Retention at 9Mobile

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