Manager - Customer Experience Optimization and Measurement at MTN Nigeria

Reports To: Senior Manager, Customer Experience

Division: Customer Relations and Experience

Mission:

• Responsible for measuring and analyzing NPS & other VOC matrix.
• Correlate divisional metrics/KPIs with CEX VoC Measurements to develop insights on issues/opportunitie

Description:

• Review and measure key customer satisfaction indices from successful execution of CEX projects
• Conduct episodic NPS studies to carry out performance assessment, solve problems and spot opportunities for improvement high Volume Customer journeys.
• Manage Enterprise Dashboard of Customer experience performance indicators.
• Conduct observational research studies with Customers (in home observations & Focus group discussions), survey and interviews.
• Analyze Customer insights drawn from across research techniques and organizational boundaries to identify key Customer pain points & opportunities.
• Develop frameworks and key metrics for defining and analyzing customer relationship and experience with a view of attaining a Net Promoter Score (NPS) of 10.
• Measure NPS & other Voice of the Customer (VoC) matrix by gathering or creating all sources of information to understand the VoC, including preparing the NPS survey, calls and complaints analysis.
• Develop strategy for Self Service and Digital channels, myMTNApp and WEB, Next Gen Programme for MTNN, Funnel Optimization, Revenue, Monthly Average Users (MAU), User engagement and other KPIs.
• Responsible for UI/UX designs and user journey on myMTNApp and Web.
• Responsible for managing cultural change across the company through customer centricity cultural transformation.
• Facilitate Testing & approval of new products & services.
• Identify set of complex interdependencies among people, process & technologies (Customer experience ecosystem) that shape interaction with Customers.
• Participate in diagnosing the drivers to Top complaints along Customer journey and ensuring resolution.
• Analyze and report on CEX Strategy’s implementation, results and actions from closed loop feedback (CLF) and drive resolution of outer loop issues – Process, product, structure & design from Closed loop Feedback (CLF)/Transactional surveys.
• Liaise with research agencies to conduct planned & adhoc Customer research studies e.g. Market Performance reports (MPR), Panel studies, competitive benchmarking and intelligence reporting and analysis
• Model the relationship between drivers of Customer experience quality, Customer perceptions & Business outcomes
• Coordinate and facilitate Daily/weekly/monthly NPS studies.
• Responsible for driving pro customer communication initiatives engagements and driving the concept across all digital channels to promote customer experience in the organization
• Develop the concept of Digital NPS and implementation to measure sentiments across the digital and social landscape.
• Implementation of CEM tools and KPIs (DEI, CEI, NEI) measurement with correlation to NPS and Network performance

Education:

• First degree in any relevant discipline
• Certification in Project Management will be an added advantage
• Fluent in English

Experience:

6 - 13 years’ experience which includes:

• Minimum of 3 years’ experience in an area of specialisation; with experience in supervising/managing others
• Experience working in a medium to large organization
• Experience in Customer data analytics, Customer insights management & Statistical analysis will be an advantage
• Customer service orientation