Senior Specialist - Customer Experience Business Partner.Commercial Operations SA at MTN

Job Description

• Owns customer journeys for a specific business unit i.e. S&D, CBU, EBU, Network & Coverage, Digital & Fintech etc.
• Responsible for ensuring that customer experience principles are followed by the business units within MTN, as well as ensuring that the different channel’s processes are streamlined for customers.
• Defines the Customer experience vision and strategic priorities required to deliver intended experiences that meet or exceed customer expectations in accordance with the goals of the organisation. 
• Plays a vital role in improving the client experience for the MTN SA brand. Translates strategy into action by clarifying goals, assessing risk & impact, and developing new customer journeys.
• Explores opportunities to streamline processes by implementing enhancements across all customer touchpoints within a specific channel.

Responsibilities

Channel Management/ Partnering

• Leads the development of customer journeys within a specific channel or business unit in close cooperation with relevant stakeholders
• Contribute to setting and delivering business transformation vision and strategy
• Audits workflows, plans for and executes effective solutions for pain points on customer journeys within the channel
• Develop and implement best practice frameworks/methodologies for improving and digitising the customer journey
• Ensure initiatives from voice of the customer sessions are implemented by the business unit to improve overall channel customer experience
• Visualise and map current and desired processes
• Assist in defining and managing updates and reports as well as customer experience reporting to the organization
• Define and implement a robust process for data capture and continuously improving technology platforms at all touchpoints
• Identify pain points in customer channels within a specific channel or business unit and map these
• Design future journeys within the channel/business unit and drive implementation of actions to close gaps
• Define a robust process for data capture and continuously improving technology platforms at all touchpoints
• Stays informed on transformations and initiatives across the business and channels (both physical and digital) in order to inform design choices
• Facilitate the improvement of customer journey processes within the specific channel/ business unit
• Contribute to Ecosystem design between different channels 
• Work closely with training teams to develop content to reinforce the customer mindset
• Mobilise experience testers to ensure that products or offerings perform according to the envisaged design and efficiency (periodically post implementation)

Project Management

• Manage projects incorporating planning, execution and tracking of deliverables for all CX initiatives resulting from journey mapping exercises
• Determine timeframes, dependencies and potential over runs
• Identify risk and opportunity for review
• Assess risk and impact and incorporate this into project planning and delivery
• Ensure Alignment of commercial/client strategy with projects managed by technical Business Analysts in MTN’s in-house development team

Stakeholder Relations

• Partner with the relevant internal stakeholders within a specific channel/ Business unit to improve understanding of customers and enhance their experience
• Ensure that customer experience principles are followed by the specific channel/business unit, within MTN
• Ensure that the company brand is always presented in a strong and positive image
• Act as a liaison between MTN and outsourced partners, suppliers and customers regarding customer journey experience strategy, process and policy; building effective relationships to ensure mutual benefit to all stakeholders

People & Culture

• With input from leader, create personal development plans
• Ensure understanding and alignment of own KPAS and KPIs
• Take ownership of own performance and identify training needs. Have performance discussions with leader
• Act as an ambassador for the team by living the Brand values and vital behaviours and changing and influencing employees’ behaviour
• Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first choice

Qualifications

Education

• Bachelors degree in Engineering, Business, Marketing, Technology or other relevant area
• Minimum of 3 years’ Telecommunications experience

Experience

• Experience in customer service management
• Experience with analytical and reporting language /tools viz. Power BI
• Advanced proficiency in MS Word, MS Excel and MS Powerpoint
• Project leadership in digital marketing, cross-functional planning, and campaign management
• Knowledge of business process analysis and design thinking techniques, including the use of modelling and collaborative tools
• Demonstrable experience of business analysis and successful business change
• Experience in Change Management and Process Improvement
• Design Thinking or User Experience design certification will be advantageous

Apply Before 08/26/2025