Author Topic: Products Integration Specialist Job at Etisalat Nigeria  (Read 350 times)


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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

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