Manager, Online User Experience at 9Mobile

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.