Summary
Date Posted: Wednesday, April 20, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
MTN Uganda Limited is an equal opportunity employer and is seeking to recruit competent individuals to fill the following Position.
Job Title: Senior Manager-Customer Planning & Enablement
Reporting to: General Manager-Customer Experience
Division – Customer Experience
No. of Vacancies: 1

Mission/ Core purpose of the Job
To develop and drive to attainment the MTN Uganda Customer Experience goals by providing professional expertise in strategizing and implementation of best practices using timely and relevant analytics and research, stakeholder management at all levels and overall alignment to MTN Group Corporate goals and objectives.

Main Job Functions:
• Develop the overall Customer Experience plan within the Opco in collaboration with the Executive to design target customer experience within the Opco
• Ensure the successful delivery and implementation of Opco specific Customer Experience and Journeys by providing project management, analytical support and customer experience expertise
• Analysis of Opco customer information– including, but not limited to Net Promoter Score, micro-segmentation, churn, closed loop feedback, must win battles with aim to improve customer experience
• Co-creation with Technology of blueprint for enablers to customer experience framework – including, but not limited to Call centre technologies, real time customer management technologies, network performance, etc.
• Organizational structure and upskilling analysis to ensure customer experience programmes are successfully implemented and executed on an operational level
• Provide Input into Reporting metrics and market insight research modelling to ensure consolidated and consistent views as it relates to the MTN Customer Experience
• Support change initiatives to continually improve all aspects of customer experience strategic projects delivery and any new Strategic projects through design and project management support
• Align with digital service channel teams to create a ‘best in class’ experience for customers, through cooperation with the product development marketing teams
• Collect and share insights from BI and data analytics from customer behaviour around certain products in order to provide input around improving product usability and customer experience.
• Drive Customer Experience design and customer centric strategy for organizations: consumer, MFS, Enterprise Business etc.
• Management of consultancies and other suppliers to ensure delivery against SLAs at preferred pricing
• Responsible for High volume and critical journey industrialization.
• Coordinate and drive Digitization and automation of all customer affecting journeys and processes with an aim of improving efficiency and promoting self service
• Recruit, develop and retain people with outstanding skills, qualifications and potential
• Define the divisional KPAs and KPIs that will be cascaded down to staff and shared with other functional areas within the Opco.
• To develop & coach all direct reports

Job Requirements (Education, Experience and Competencies)
Education:
• Degree in Business, Technology ( IT or Computer Science) or related discipline
• Masters Qualification would be an advantage
Experience:
• Minimum of 2 years in Customer Experience, Strategy and/or Related commercial fields
• Minimum of 3 years’ experience in a Management position, in dynamic and fast-moving industries
• Telecoms / Technology experience required
• Project management experience
• Technical solution and design experience within Telco industry required
Other Attributes:
• Self-motivated and willing to “do what it takes” to get the job done
• Systems thinking- understanding the “Big picture”
• Have a strong “client service “ mindset and the ability to use collaborative & non-adversarial approaches in achieving goals
• Strong work ethic and ability to work with minimal supervision
• Alertness to quality, attention to detail, Aptitude for learning, understanding and applying concepts.
• Able to work within a team and work independently
MTN Uganda Limited has the obligation to safeguard its employees through providing a working environment that is safe and without risk to the health of its employees. MTN has a Vaccination policy for all its employees to be fully vaccinated against Covid-19 in order to work from its offices and premises.

Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure
Apply online at https://ehle.fa.em2.oraclecloud.com/hcmUI/CandidateExperience//

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