Officer - Research and Digital Media at MTN Nigeria

Reports To: Manager - Self Service and Digital Platform Support

Division: Customer Relations and Experience

Mission:

• To implement Customer service operational plans as it relates to digital services adoption and Self Service
• To lead and manage a team of Customer Relationship Partners to deliver excellent customer care and implement customer service operational plans.

Description:

• Participate in the implementation of the back office and complain about operational plans.
• Adhere to all defined operational guidelines.
• Participate in the implementation of frontline empowerment business initiatives.
• Participate in the research on MTN products and services in comparison to the competition.
• Participate in research on new and emerging technology within the digital space.
• Develop contents for frontline and customer empowerment.
• Review of the knowledge base in line with changing business needs
• Develop contents for training the MTN chatbot.
• Review customer feedback as the need arises and leverage insights for process improvement.
• Provide support for all ICT products and services.
• Ensure customization of contents aligned to all customer interactive channels.
• Participate in the development of contents for new products and services.
• Troubleshoot devices and ensure education on new devices and technology.
• Conduct root cause analysis on customer pain areas and translate to knowledge contents for frontline and customer empowerment.
• Participate in user acceptance testing for new features on digital platforms.
• Attend all relevant agile ceremonies as they apply to Scrum Project Management deployments.
• Act as a change agent in the implementation of new initiatives both within the business unit and company-wide.
• Assist in implementing effective, proactive, quality processes at the operating level that will positively impact quality and enhance customer satisfaction.

Education:

• First degree in any relevant discipline 
• Fluent in English

Experience:

3-7 years’ experience which includes

• Experience in design thinking
• Experience in project management using agile methodology.
• Experience in content development using Adobe Creative Cloud (Photoshop, After Effects, in-design, audition, illustrator, Adobe Captivate, Premier Pro, 3DMax, Cinema 4D, Maya)
• Experience working in a medium organization.
• Experience in pre- and post-video production activities
• Experience in graphic and infographic design
• Experience in UI and UX design