Manager - Customer Experience Optimization and er Relations and Experience

1 week ago

Nigeria MTN Full time ₦1,000,000 - ₦3,500,000 per year

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/opportunities

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

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