Summary
Date Posted: Thursday, November 07 2024, Base Salary: Not Disclosed

JOB DETAILS:
This function is responsible for identifying, analysing, and implementing digital initiatives that drive operational efficiency and improve customer engagement. Digital transformation is the process of using digital technologies to create new or modify existing business processes, culture, and customer experiences to meet changing business and market requirements.
Under the supervision of the Customer Experience Manager, below are the Key Job Responsibilities:
• Data Analysis: Analyses data and metrics to identify trends, opportunities, and areas for improvement within digital processes & journeys;
• Process Improvement: Evaluates current business processes and workflows to recommend digital solutions that enhance efficiency and customer satisfaction;
• Stakeholder Collaboration: Works closely with IT, marketing, EBU and networks teams to align digital transformation initiatives with business goals;
• Project Management: Assists in the planning and execution of digital transformation projects, ensuring timely delivery and adherence to budget;
• User Experience Optimization: Gathers and analyses user feedback to enhance the digital customer experience across various platforms;
• Coordinates the delivery of effective and efficient digital transformation initiatives in customer experience, thereby improving customer NPS, efficiency and cost reduction;
• Drives the uptake and growth in usage of the self-service, digital and online channels (Email/Chatbot/social media/MTN App) to ensure call deflection KPIs are achieved and grow unassisted contacts;
• Champions the implementation of digital transformation to digitize High Volume Journeys;
• Works with detailed customer insights to deliver a unique digital customer experience and thus delivering personalized differentiated brand interaction as a competitive advantage;
• Designs End-to-End Customer Journey and User Experience across all business units for all customer touch points – Service centres, Mobile, Online and Contact Centre;
• Reporting: Creates regular reports and presentations to communicate findings, project statuses, and recommendations to management;
• Leads the execution of the digital transformation strategy in Customer experience across various business units in the most efficient, meaningful and effective way;
• Works with product owners to ensure product journeys are available on all digital touch points and ensuring MTN digital touchpoints have a great UX;
• Responsible for Growth and penetration of digital channels to grow unassisted contacts and reduces overall cost to serve;
• Identifies Digital Champions across Business Units to ensure the delivery of process simplification, efficiency, improvement and automation;
• Drives disruption through design thinking, journey mapping and leverage on customer insights, process automation, human centred design to challenge the status;
• Leads the Identification & Digitalization of high-volume customer journeys in MTN;
• Manages the implementation of digital processes across customer touch points to improve CSAT, resolution and efficiency strategies;
• Uses all the knowledge collected from customer analytics, customer interactions, customer feedback and other sources to provide excellent digital customer experience;
• Responsible for conducting internal and external analysis, research and evaluating competitors and industry trends, and propose digital solutions to improve customer experience;
• Continuously implements transformative initiatives on self-service, digital and online channels (Email/Web Chat/social media/Chatbot/MTN App);
• Supports the organization in embracing Digital Transformation and Agile as a culture shift;
• Collaborates with the Business Units on driving digital channel uptake per segment within the defined Service experience standards;
• Gains an understanding of digital market trends and opportunities that are relevant to the digitalization of the contact centre;
• Liaises with relevant stakeholders in the Opco to ensure effective integration and cross-functional collaboration across all functions responsible for driving Digital Transformation;
• End to end ownership of Digital Transformation projects;
• Any other responsibilities or tasks as maybe assigned by management.

Candidate Requirements
• Grade 12 certificate with 5 credits or better of which English and Mathematics are a must;
• Degree in Business Administration, IT, Marketing, or any related field;
• 3+ years of experience in digital transformation, business analysis, or a related role, preferably in the telecommunications industry.

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure
• Candidates are mandated to answer the below on their cover page to the hiring Manager.
• Values are the core of MTN Zambia’s culture. Our five values called ‘Live Y’ello’ is the force that unites and inspires each one of us to make an impact that matters in the world. So, tell us: Which one of our five Live Y’ello Values resonates most with you and why? (limit 250 words)
• Lead with Care
• Can-do with Integrity
• Collaborate with Agility
• Serve with Respect
• Act with Inclusion
• Hand delivered applications will not be accepted. The closing date for accepting applications is 14th November 2024.
• Note: that only shortlisted candidates will be contacted.
• To apply for this job please visit www.linkedin.com.

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