Job Title: Specialist, Customer Intelligence
Location: Lagos, Nigeria
Employer: Etisalat Nigeria
Job Summary: Gather and analyse data on Etisalat's customers' experiences across all touch points.
Principal Functions:
• Support the design of experiences with both emotional and rational/tangible benefits
• Keeping up with customer experience best practices in the telecommunications industry with the ability to adopt/ implement accordingly.
• Assist in monitoring competitor activity with regards to customer experience management
• Maintain accurate records of customer experience intelligence as gathered from diverse sources including research, systems-based information sources
• Maintaining the Customer Intelligence database to ensure availability of data.
• Customer Email and Alternate sources capture from diverse sources for CEM initiatives.
• Provide monthly customer Segmentation analysis report.
• Monitoring and data validation of monthly customer Priority Routing process.
• Production and deployment of How-to-videos for Customer education.
• Project Management and production of the Voice of the Customer (VoC) videos
• Social Media monitoring and Reporting. (Twitter, Facebook and online).
• Responsible for all CEM email broadcast communications to customers.
• Data and Decision support for all CEM initiatives.
• Perform any other duties as assigned by the Manager, Customer Experience
Educational Requirements: First degree or its equivalent in a relevant discipline.
Experience,Skills & Competencies:
• Three (3) to five (5) years relevant work experience.
• Excellent understanding of Relational Database Management Systems (RDMS)
• Possess strong data analysis and reporting skills.
• Ability to translate data into actionable insight and a coherent strategy for the unit or department
• Able to co-ordinate teams across the business to creatively resolve issues, both reactively and proactively.
• Well organised with a systematic approach to work and close attention to detail
• Passionate and driven to improve the customer experience
• A completer finisher with a track record on time delivery to high standards.
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