Specialist Customer Intelligence at T2 (Formerly 9Mobile)

Job Summary
Gather and analyse data on Etisalat's customers' experiences across all touch points.

Principal Functions

•     Support the design of experiences with both emotional and rational/tangible benefits
•     Keeping up with customer experience best practices in the telecommunications industry with the ability to adopt/ implement accordingly.
•     Assist in monitoring competitor activity with regards to customer experience management
•     Maintain accurate records of customer experience intelligence as gathered from diverse sources including research, systems-based information sources
•     Maintaining the Customer Intelligence database to ensure availability of data.
•     Customer Email and Alternate sources capture from diverse sources for CEM initiatives.
•     Provide monthly customer Segmentation analysis report.
•     Monitoring and data validation of monthly customer Priority Routing process.
•     Production and deployment of How-to-videos for Customer education.
•     Project Management and production of the Voice of the Customer (VoC) videos
•     Social Media monitoring and Reporting. (Twitter, Facebook and online).
•     Responsible for all CEM email broadcast communications to customers.
•     Data and Decision support for all CEM initiatives.
•     Perform any other duties as assigned by the Manager, Customer Experience

Educational Requirements

•     First degree or its equivalent in a relevant discipline.

Experience, Skills & Competencies

•     Three (3) to five (5) years relevant work experience.
•     Excellent understanding of Relational Database Management Systems (RDMS)
•     Possess strong data analysis and reporting skills.
•     Ability to translate data into actionable insight and a coherent strategy for the unit or department
•     Able to co-ordinate teams across the business to creatively resolve issues, both reactively and proactively.
•     Well organised with a systematic approach to work and close attention to detail
•     Passionate and driven to improve the customer experience
•     A completer finisher with a track record on time delivery to high standards.