Specialist - CX Business Partner.Commercial Operations SA at MTN

JOB DESCRIPTION
Supports owner of customer journeys for a specific business unit i e S&D, CBU, EBU, Network Coverage, Digital Fintech etc
Drives operational cadence around 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
Implements 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

• Supports the development of customer journeys within a specific channel or business unit in close cooperation with relevant stakeholders
• Assists with audit of workflows and executes effective solutions for pain points on customer journeys within the channel
• Drives BU 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
• 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
• Continuously identify areas for improving technology platforms at all touchpoints
•  Stays informed on transformations and initiatives across the business and channels (both physical and digital) in order to in for m design choices
• Support/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 and deliver 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

• Support management of projects incorporating planning, execution and tracking of deliverables for all CX initiatives resulting from journey mapping exercises
• Administer timeframes, dependencies and potential over runs with relevant accountable parties
• Identify risk and opportunity for review
• Assess risk and impact and facilitate incorporation this into project planning and delivery

Stakeholder Relations

• Partner with the relevant internal stakeholders within a specific channel/ Business unit to improve understanding of customers a nd 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

QUALIFICATIONS

• Diploma or Bachelors degree in Engineering, Business, Marketing, Technology or other relevant area
• 3+ years Telecommunications experience
• Experience in customer service
• Experience with analytical and reporting language /tools viz. Power BI
• Working proficiency in MS Word, MS Excel and MS PowerPoint
•  Knowledge of business process analysis and design thinking techniques, including the use of modelling and collaborative tools
• Experience of business analysis and successful business change
• Experience in Process Improvement
• Design Thinking or User Experience design certification will be advantageous

Advanced numerical skills

• Ability to operate in a matrixed environment
• Analytical with a natural curiosity to measure, test, learn, and iterate in order to get the best results possible