Senior Manager - Digital Transformation, Customer Relations and Experience at MTN Nigeria

Job Identification: 5071

Mission

• Spearhead Customer-Relations digital transformation into a customer-centric tech-co customer operation. This leader will reimagine customer journeys on digital platforms, empower customers with self-service tools, and revolutionize internal processes for exceptional digital customer interactions.
• A Senior Product Owner bridging the gap between the technical (IT & Network) teams and business (primarily Customer Experience/Relations/Operations) teams in leading the development of the world-class Next Gen myMTN NG app/web and chatbot self-service platforms.
• This individual will be a visionary strategist and an execution-focused product owner, aiming to significantly enhance customer ease of interacting and journeying within MTN processes to reduce customer contact volume and propel digital sales and self-service.

Description

• Support the shareholder return strategy by developing and implementing the division’s processes that are aligned to achieving all elements on the business score card.
• Balancing Cost & Value: Optimizing digital transformation initiatives and Next Gen myMTN development within budgetary constraints while ensuring long-term ROI through increased digital sales and reduced customer contact volume.
• Justifying AI Investments: demonstrating the clear financial benefits of implementing AI-powered self-service tools and justifying the ongoing costs associated with technology maintenance and updates.
• Data-Driven Decision Making: Leveraging analytics to accurately measure cost savings from reduced contact volume and increased self-service adoption
• Shifting User Needs: Understanding and catering to the diverse needs of MTN's customer base in terms of digital literacy, self-service comfort levels, and desired functionalities within the myMTN platform.
• Managing Expectations: Balancing expectations from various stakeholders, including senior management who desire rapid cost savings and improved digital sales figures, alongside customer expectations for excellent user experiences and robust self-service solutions.
• Partner Management: Collaborating effectively with potential technology vendors for the Next Gen myMTN platform development, ensuring alignment with project goals and budget limitations.
• Regulatory Compliance: Ensuring all digital transformation initiatives and self-service functionalities within the myMTN platform comply with relevant data privacy and customer protection regulations.
• Cross-Functional Collaboration: Effectively collaborating with IT, operations, sales, marketing, and customer insights teams to ensure seamless integration of digital transformation initiatives and Next Gen myMTN development.
• Process Reengineering for Digital: Streamlining internal processes to adapt to a digital ecosystem, reducing friction, and optimizing workflows for efficient self-service support.
• Change Management: Managing resistance within the organization towards digital transformation and leading the cultural shift towards a customer-centric digital mindset.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets and requirements, and regularly reviewing their training needs.
• Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Educational Qualification

• Minimum of a Bachelor's Degree in Business, Computer Science, Engineering, or a related field.
• MBA is a strong plus.
• The following trainings and certifications would be a strong plus:
  • Digital Transformation Frameworks (Design Thinking, Customer Journey Mapping, or Agile Transformation)
  • AI & Automation for Customer Service: (e.g., chatbot platforms, NLP).
  • UX/UI Design: training on user-centered design principles and UX/UI best practices.
  • Product Ownership Certifications: like CSPO (Certified Scrum Product Owner), PSPO (Professional Scrum Product Owner), or similar.
  • Data Analytics.

Experience:

• 9-17 years of work experience, which includes:
  • 5-8+ years’ experience with a split focus on both digital transformation/customer journey design AND agile product ownership/management for digital products. Telecom or Fintech experience is preferred.
  • Experience with Agile development tools such as JIRA, Confluence, and Rally
  • Proven success in driving ‘customer success’ through self-service tools and digital channel optimization.
  • Track record of successfully launching or iterating on customer-facing digital products and platforms.
  • Strong communicator who can operate at all levels, taking complex analysis, and interpret and communicate it appropriately to different audiences.
  • Experience with change management and working in a matrix environment.