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Manager Customer Experience Design | MTN jobs

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Manager Customer Experience Design | MTN jobs
Manager Customer Experience Design | MTN jobs

Manager Customer Experience Design | MTN jobs

Job Category: 
Customer Care
Division: 
Customer Experience & Operations
Location: 
Al- Khartoum
Job Summary: 
• Drive customer experience transformation program across MTN Sudan by owning and driving customer processes continuous improvement through the different touch points • Design Customer Journey at different touch points to meet CE strategic initiatives and goals • Understand user-centered design and balance it with technical limitations and business strategies
Description: 
  1. Review with relevant departments current processes that affect customers and ensure that they really contribute to improve significantly their experience.
  2. Documented and signed off customer processes and procedures in coordination with stakeholders.
  3. Coordinate with other departments (CEX Ops , network and sales) to manage areas impacting customer satisfaction and ensure that the CS index targets are  reached .
  4. Manage customer experience design staff and full participation to compile & consolidate a 360 view of all VOC related research.
  5. Ensure staff adherence and understanding of customer processes. Customer processes must be widely spread through the organization mainly with staff that are directly concerned.
  6. Set up with Training Unit and BRM support continuous plan to ensure permanent understanding and outsource staff are effectively complying to approved customer processes .
  7. Project manage customer’s High Volume Journey improvement in coordination with stakeholders. Define with all commercial stakeholders detailed business requirements to be implemented . Ensure all needs have been included during detailed requirements phase and follow up with IT / Technology effective implementation within approved budget and agreed time plan.
  8. Contribute to CAPEX planning by providing with commercial support business requirements for enablers including but not limited to call center technologies, real time customer management technologies, network performance monitoring and tools. Ensures that provided specs and requirements for new platforms and tools fits with real and priority customer requirements and contributes significantly to delivery of superior customer experience .
  9. Develop periodic and regular reports to update Management and business as a whole informed on projects leaded especially customer processes revamp and CRM .
  10. Contribute to monthly Ops review by providing all information required by Group on concerened .
  11. Ensure that staff are responsive, courteous and handle transactions competently
  12. Motivate staff and ensure prober work environment that lead to Employees satisfaction   
  13. Measure and evaluate Staff performance in alignment with HR policies
  14. Be responsible for maintaining the information security of  MTN physical or information assets that they access, use, or manage as per the company policies
  15. Perform Ad-Hoc duties assigned by management.
Job Requirements: 
• Bachelor Degree in Business / IT or relevant educational field • 5 years' experience with min of 2 years in relevant fields Special Notice : MTN Sudan provides equal opportunity, fair and equitable treatment in employment to all people without regard to , race, gender, social origin, Color, age, disability, religion, conscience, belief, political opinion, culture, language, marital status and family responsibility.
Required Skills: 
• Strong team player, able to effectively work with all levels of management • Ability to provide constructive feedback to Management • Ability to work collaboratively across functional areas to achieve results
Closing Date: 
Monday, June 14, 2021



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