Job Title: Specialist, Products Integration
Location: Lagos, Nigeria
Employer: Etisalat Nigeria
Job Summary:
• Responsibility for the successfully integration of new or enhanced products, services, propositions and/or promotions across all customer touch points. The jobholder will actively represent Frontline through the Product development lifecycle from Concept, requirements gathering, design, development and deployment – Including all Go-To-Market activities as well as training, briefings and launch communications.
• Responsible for the ensuring feedback from Customers and Frontline teams on existing products and services are communicated back to relevant product owners, gaining commitments on products enhancements and bug fixes.
• Manage the product focus groups ensuring functionality testing by customers' pre and post launch.
Principal Functions:
• Product Concept Review- collaborate with other product teams to develop product concept and description documents
• Facilitate Provision of product support tools- requirements gathering, URS development, testing & delivery of support tools/interfaces to CC
• Monitor the development of new products by implementing a product development checklist which will track the stages of development of all products in development
• Facilitate testing- conduct tests & issue Product functionality and User Acceptance Test reports for new products & VAS services. The test should cover all anticipated customer problems.
• Facilitate the documentation of Support process- Ensure and obtain approval for resolution procedures, agree SLAs and establish process on CRM tool.
• Facilitate the preparation of the process document which will detail the resolution procedure for all anticipated problems.
• Review FAQs & Answers, Manuals, trouble shoot guide, Launch Notification & other docs that facilitate adequate product support
• Information Circulation- Provide product information to various CC units & other channels management teams
• Liaise with the training team to ensure that training materials are developed and all support staff are trained
• Post-launch Support- Test, Monitor, report and assist in escalation and resolution of customer issues. Conduct surveys & analyze customers� feedback
• Conduct mystery shopping/ mystery calling of frontline teams to ensure that the product launched is being supported as scoped.
• Ensure that product/service/promotion performance report from the customer's perspective is shared with product/segment owners on a weekly basis
• Establish and enforce standard procedures for all products and services
• Bring strong creative skills to translate business needs and user goals into practical design solutions
Educational Requirements: First degree or equivalent in a relevant discipline.
Experience,Skills & Competencies:
• 3 – 5 years work experience
• Experience in telecommunications industry will be an added advantage
• Experience in project implementation or change management.
• Excellent interpersonal and communication skills and the ability collaborate in cross-functional teams
• Analysis & Problem Solving
• A thorough understanding of consumer needs, drivers and issues
• Outgoing, organized, persistent, flexible and able to focus on long term goals
Apply to this job (http://www.jobrib.com/job/29885/products-integration-specialist-job-at-etisalat-nigeria/)