Job Title: Manager, Online User Experience and Self-Care
Company: Etisalat Nigeria
Job Type: Full Time
Qualification: BA/BSc/HND
Experience: 6 years
Location: Lagos, Nigeria
Job Field: ICT
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Etisalat Nigeria commenced commercial operations on 23 October 2008 with a promise to deliver innovative and quality services in Nigeria, Since then, Nigeria has continued to witness its innovative services.
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Etisalat redefined speed with the roll-out of the unique 3.75G HSPA+ network and It has continued to prove itself an innovative company keen to give its subscribers the best possible experience at the most affordable price.
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Its innovation has led to the growth of its active subscriber base to over 12 million. Today, Etisalat has network coverage in all 36 states of the federation including Abuja, the federal capital territory as it continues to build its network and expand to new locations.
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JOB SUMMARY: – The Manager, Online User Experience and Self Care will be responsible for devising, planning and driving the redesign of Etisalat online service channels to create a 'best in class' experience for customers, through effective co-operation with the proposition, products, marketing, brands and comms, Product Development and Channel teams.
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Embedding a data-driven approach, leveraging customer insight and research from multi-variant testing to roll out iterative enhancements and fine-tune the online experience.
. – Drive customer-focused changes to operational and business processes to establish online as the channel of choice for an increasing proportion of Etisalat customers, and drive advocacy
. – The role is all about creating a 'best in class' online experience across online and self care platforms for our customers, providing clear and compelling reasons to service through Web, Mobile, IVR, and USSD channels.
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JOB RESPONSIBILITIES: – Define user experience (UX) guiding principles and interaction styles. – Champion best practice of user centric design (UCD) and usability – Managing the accuracy and relevance of content on Etisalat.com.ng and all other Etisalat domain platforms. – Develop and design guidelines in conjunction with Brands & Communications team to enforce site layout, look and feel. Delivering subjective appeal, consistency, ease of use and readability using the appropriate media to potential and existing customers. – Define functionality for self care platforms and increase the volume of site visits and educating our customers of the benefits of using our online channel as an account management and self service channel. – Work with the Brand & Communications, product management & development team to create and develop plans to deliver targets for online initiatives, including the forecasts and reports associated with these plans. – Continually optimise and improve the online customer experience to maximise impact on Self Service targets, including Web, IVR, USSD, Mobile app whilst ensuring high levels of customer satisfaction and reducing calls into Etisalat Call Centres. – Create online service processes which achieve their highest potential (e.g. by monitoring page visits and dropout rates) and making improvements on usability. – Work with others teams across Etisalat including Commercial and Technical teams to develop manage and execute the online strategy; including promoting Value Added Services to existing customers. – Manage and deliver tactical and strategic projects involving managing the complete end to end process from mapping customer journeys, wireframe development, UI/UX, creative execution – Reporting and analysis of online performance, providing weekly updates to business stakeholders including insight, plans and recommendations for areas that they own. – Manage content accuracy, relevance and enforce governance on Etisalat domain websites. – Work closely with portal development resource and continually improve the process to analyse, prioritise and efficiently manage tasks coming from areas of the business. – Provide leadership and guidance to team members and manage subordinates' performance towards the achievement of overall team objectives. – Perform any other duties as assigned by the Head, Customer Experience & Retention.
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Desired Skills and Experience: – First degree or equivalent in a relevant discipline. – Must have completed NYSC program – 6 – 8 years as a usability engineer, user experience designer, graphic designer, user researcher, or equivalent title in software design or development – Knowledge of HTML5, CSS and JavaScript / Query – Demonstrable passion for online and UCD (User centric design) – Proven experience in online customer experience development and delivery – A thorough understanding of consumer needs, drivers and issues – Reporting and Analytics (strong Excel skills essential) – Willing to take the initiative, ability to innovate and think creatively – Planning and Business Case Development – Business Improvement and Delivery – Grasp of self-service principles and techniques – Influencing and strong communications skills with an ability to work across the business (strong PowerPoint skills essential) – Ability develop business relationships and to clearly present information to senior stakeholders.
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