Manager - Self Service and Digital Platform Support at MTN Nigeria

Mission:

To empower MTN Nigeria customers with seamless, intuitive, and effective self-service options across digital platforms, enhancing customer satisfaction, reducing support costs, and driving self-service channel NPS and adoption.

Description:

• Track and monitor self-service operations and ensure action is taken to improve and realize NPS targets and self-service adoption targets.
• Create a roadmap outlining key milestones, timelines, and resource allocation for self-service enhancements.
• Continuously evaluate the usability, effectiveness, and user experience of all digital self-service platforms.
• Lead optimization efforts to improve navigation, functionality, content relevance, and the overall customer experience.
• Develop and execute a comprehensive strategy to expand and optimize self-service offerings across all digital platforms, including the IVR system. This includes designing intuitive IVR menus, call flows, and voice prompts.
• Create a roadmap outlining key milestones, timelines, and resource allocations for self-service and IVR enhancements.
• Leverage data analytics to track key self-service metrics (e.g., usage rates, resolution rates, customer satisfaction) across all digital platforms, including IVR.
• Analyze customer feedback and behavior on digital platforms, including IVR interactions, to identify pain points, opportunities for improvement, and areas for further self-service expansion.
• Create a roadmap outlining key milestones, timelines, and resource allocation for self-service and IVR enhancements.
• Actively participate in the documentation of user stories, manage product backlog and prioritization of key digital channel initiatives related to self-service, and prioritizing customer current and potential pain points.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets and requirements, and regular review of their training needs.

Education:

• A first degree in social science or any related field
• An MBA or Master's degree in a relevant field is desirable.
• Agile project management certification is an added advantage.
• PMP Certification

Experience:

6–13 years’ experience, which includes:

• Minimum of 5 years of experience in customer service, digital support, or a related field within the telecommunications industry.
• A proven track record in managing digital platforms, self-service tools, or knowledge bases.
• Demonstrated experience in using data analytics to drive improvements in customer experience or self-service adoption.
• Experience in agile project management.
• Experience in generative AI
• Experience in product development.
• Experience in using design thinking.
• Experience in change management.
• Experience in content creation.