Job Title: Specialist, New Product Integration
Location: Lagos, Nigeria
Organisation: Etisalat Nigeria
Job Summary: Ensure successful integration of all new or enhanced products, services, propositions and/ or promotions across all customer touch-points by participating in, and contributing to, the company's product development lifecycle from concept and requirements gathering to design, development and deployment (including all go-to-market activities, relevant training, briefings, and launch communications)
Principal Functions:
• Ensure effective communication of feedback from customers and frontline teams to relevant product owners in order to gain commitments on product enhancements and bug fixes
• Ensure that adequate tools, systems and interfaces required to support products, services and promotions are provided and all personnel are trained before launch of specific products and promos
• Liaise with relevant teams in the Commercial Department to ensure that all communications materials supporting a product are understood from the customer?s standpoint during and after the product development phases
• Manage product focus groups for functionality testing by customers pre- and post-launch
• Collaborate with other product teams to develop, review and document descriptions of product concepts
• Attend all new products, services and promos meetings from conceptualization and development to testing, training and launch
• Monitor the development of new products by implementing a product development checklist to track the stages of development of all products in development
• Conduct tests which cover all anticipated customer problems and issue product functionality and User Acceptance Test (UAT) reports for new products and Value Added Services (VAS)
• Document and obtain approval for resolution procedures and Service Level Agreements (SLAs)
• Review FAQs, manuals, troubleshoot guides, launch notification and other documents which facilitate adequate product support
• Provide product information to various Customer Care units and other channels management teams
• Liaise with the training team to ensure that training materials are developed and all support staff are trained
• Carry out post-launch support activities such as testing, monitoring, reporting and assisting in escalation and resolution of customers? issues. Conduct surveys and analyze customers? feedback
• Conduct mystery shopping/ mystery calling of frontline teams to ensure that products launched are being supported as scoped
• Ensure that at least 10% of the frontline teams are tested on knowledge of the products, services and promos launched
• Ensure that product/ service/ promotion performance reports from the customer?s perspective are shared with Product/ Segment owners on weekly bases
Educational Requirements:
• First degree
• Between three (3) and five (5) years directly relevant post-NYSC work experience preferably within a telco business environment
Experience,Skills & Competencies
• Ideal candidate must be: be able to demonstrate:
• Amiable, detail oriented, proactive and fast thinking
• Able to demonstrate solid experience in project implementation and fulfillment
• Solid experience in project implementation and fulfillment and change management and integration.
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