The Manager, Online User Experience and Self Care will be responsible for devising, planning and driving the redesign of Etisalat online service channels to create a ‘best in class’ experience for customers, through effective co-operation with the proposition, products, marketing, brands and comms, Product Development and Channel teams.

Embedding a data-driven approach, leveraging customer insight and research from multi-variant testing to roll out iterative enhancements and fine-tune the online experience.

Drive customer-focused changes to operational and business processes to establish online as the channel of choice for an increasing proportion of Etisalat customers, and drive advocacy

The role is all about creating a ‘best in class’ online experience across online and self care platforms for our customers, providing clear and compelling reasons to service through Web, Mobile, IVR, and USSD channels.

JOB  RESPONSIBILITIES

• Define user experience (UX) guiding principles and interaction styles.
• Champion best practice of user centric design (UCD) and usability
• Managing the accuracy and relevance of content on Etisalat.com.ng and all other Etisalat domain platforms.
• Develop and design guidelines in conjunction with Brands & Communications team to enforce site layout, look and feel. Delivering subjective appeal, consistency, ease of use and readability using the appropriate media to potential and existing customers.
• Define functionality for self care platforms and increase the volume of site visits and educating our customers of the benefits of using our online channel as an account management and self service channel.
• Work with the Brand & Communications, product management & development team to create and develop plans to deliver targets for online initiatives, including the forecasts and reports associated with these plans.
• Continually optimise and improve the online customer experience to maximise impact on Self Service targets, including Web, IVR, USSD, Mobile app whilst ensuring high levels of customer satisfaction and reducing calls into Etisalat Call Centres.
• Create online service processes which achieve their highest potential (e.g. by monitoring page visits and dropout rates) and making improvements on usability.
• Work with others teams across Etisalat including Commercial and Technical teams to develop manage and execute the online strategy; including promoting Value Added Services to existing customers.
• Manage and deliver tactical and strategic projects involving managing the complete end to end process from mapping customer journeys, wireframe development, UI/UX, creative execution
• Reporting and analysis of online performance, providing weekly updates to business stakeholders including insight, plans and recommendations for areas that they own.
• Manage content accuracy, relevance and enforce governance on Etisalat domain websites.
• Work closely with portal development resource and continually improve the process to analyse, prioritise and efficiently manage tasks coming from areas of the business.
• Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives.
• Perform any other duties as assigned by the Head, Customer Experience & Retention

Hello Visitors!

Jobs and similar opportunities like this are listed daily on our platforms, and as such, it is important to take due advantage of that.

Here is how:

• Kindly Click here and add your valid email address to get updates directly to your mail. Remember to click on the confirmation link in your mail.
• Next, click here to visit our jobs listing Portal for latest Job positions.
• Alternatively, you can visit here to see top companies recruiting, or check out latest jobs in your state or latest Jobs in your industry of interest.
• Pick your area of interest.
• Read the requirements,
• Next, apply.
• Remember to always share this article with others.
• If website is down, kindly subscribe to our email notification, we will notify you once it is up.