Specialist Customer Intelligence needed at Etisalat Nigeria

Etisalat’s vision is a world where people’s reach is not limited by matter or distance; a world where people will effortlessly stay in touch with family and friends; a world where businesses of all sizes can reach new markets without the limitations of distance and travel

Job Summary
Gather and analyse data on Etisalat’s customers’ experiences across all touch points.

Principal Functions

Support the design of experiences with both emotional and rational/tangible benefits
Keeping up with customer experience best practices in the telecommunications industry with the ability to adopt/ implement accordingly.
Assist in monitoring competitor activity with regards to customer experience management
Maintain accurate records of customer experience intelligence as gathered from diverse sources including research, systems-based information sources
Maintaining the Customer Intelligence database to ensure availability of data.
Customer Email and Alternate sources capture from diverse sources for CEM initiatives.
Provide monthly customer Segmentation analysis report.
Monitoring and data validation of monthly customer Priority Routing process.
Production and deployment of How-to-videos for Customer education.
Project Management and production of the Voice of the Customer (VoC) videos
Social Media monitoring and Reporting. (Twitter, Facebook and online).
Responsible for all CEM email broadcast communications to customers.
Data and Decision support for all CEM initiatives.
Perform any other duties as assigned by the Manager, Customer Experience
Educational Requirements

First degree or its equivalent in a relevant discipline.
Experience, Skills & Competencies

Three (3) to five (5) years relevant work experience.
Excellent understanding of Relational Database Management Systems (RDMS)
Possess strong data analysis and reporting skills.
Ability to translate data into actionable insight and a coherent strategy for the unit or department
Able to co-ordinate teams across the business to creatively resolve issues, both reactively and proactively.
Well organised with a systematic approach to work and close attention to detail
Passionate and driven to improve the customer experience
A completer finisher with a track record on time delivery to high standards.

Closing Date
2nd April, 2014

How to Apply

Interested and qualified candidates should:
Click here to apply online