Author Topic: Specialist, Customer Intelligence Job at Etisalat Nigeria  (Read 287 times)


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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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