Service Design Manager Job at Etisalat Nigeria

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Job Title: Manager, Service Design

Location: Lagos, Nigeria

Employer: Etisalat Nigeria

Job Summary:

•   Responsibility for the service design and product integration of new or enhanced products, services, propositions and/or promotions across all customer touch points. The jobholder will actively represent the frontline through the end to end product launch cycle from Concept, requirements gathering, design, development and deployment – Including all Go-To-Market activities as well as training, briefings and launch communications.

•   Responsibility for managing the shift from an inward focus on departmental and organisational goals and measure (Inside out thinking) to outward focus on delivery of high value Customer Experience through continuous Customer Engagement.

•   Ensure customer experience principles are embedded across the organisation and all customer touch points including the contact centre, Etisalat experience centres, Indirect Channels, website, IVR and self-care.  Delivering a consistent memorable experience

Principal Functions:

•   Introduce the customer lens into the design process of business requirement documentation and review all Customer Notification scripting in business requirement documentation

•   Working with cross functional teams during the product delivery cycle to reinforce their campaigns, project and processes to minimise negative customer impact and optimise customer experience.

•   Responsible for the service design on all new products, propositions and promotions across lines of business including voice, data, digital and business segments.

•   Review all launch Marketing collateral for simplicity, clarity and accuracy to reduce perception of misspelling on a product or service.

•   Implement the Omni – Channel Customer Engagement Programme providing a closed loop experience across touch points.

•   Work closely with the Quality of Service team in technical to effectively implement QoS improvement strategies.

•   Develop and manage the Etisalat Digital Customer Welcome Programme.

•   Drive the delivery of the Social Care Strategy across the organisation.

•   Drive adoption and manage customer education across all Etisalat service channels.

•   Identify the need for new strategic programs to address issues or shortfalls in the customer experience.

•   Identify enhancements to customer impacting or operational processes which require modification and potential new functionalities or IT capabilities.

•   Leverage customer experience data and insight reports to monitor contact ratio, Customer Satisfaction and Net Promoter Score in order to provide continual visibility back to the business of the customer experience performance and reduce unnecessary / non-added value customer contacts.

•   Deliver actionable, proactive insight that drives our business decisions, escalating customer issues and driving and defining specific action plans with the relevant departments to achieve speedy issue resolution.

•   Assist in planning and managing the human and material resources of the unit to optimise performance, morale and enhance productivity.

•   Prepare/compile agreed periodic activity and performance reports for the attention of the Head, Customer Experience & Retention Management

•   Perform any other duties as assigned by the Head, Customer Experience & Retention Management

•   People Management – 3 Direct Reports.

Educational Requirements: First degree or equivalent in a relevant discipline.

Experience,Skills & Competencies:

•   6-8years work experience, with at least three (3) years in a supervisory role.

•   Experience in telecommunications industry will be an added advantage

•   Experience in project implementation or change management.

•   Able to lead, motivate, inspire and influence team members and colleagues.

•   Ability to translate data into actionable insight and a coherent strategy for the unit or department

•   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.

•   Calm under pressure with the ability to drive to agreement and action

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