Real Jobs Quick: Analyst, Loyalty & Retention Career Opportunity at Etisalat Nigeria

Job Title                               Analyst.Loyalty & Retention*

                               

Location                               Lagos,NG            

                               

Job Summary                    

 Support the development and design tactical retention initiatives for Etisalat customer value segments with a focus on engagement, lifecycle management and customer communications       

                               

Principal Functions                        

·         Build strong working relationships with a variety of cross-functional teams and stakeholders to ensure that the Customer is at the heart of the business's thinking.

·         Proactively highlight existing processes, policies and procedures which adversely impact customer satisfaction leading to churn.

·         Use storyboarding, task analysis, and customer research tasks to capture and develop user requirements for product and service improvements.

·         Collaborate with customer experience and project teams to determine priorities for resolution of usability problems to optimize product improvement.

·         Assist with creating and documenting customer experience best practices and project templates

·         Support the execution of user experience feedback survey schedule as agreed by the Head, Customer Experience and Retention Management.

·         Assist in identifying improvements to channel execution and brand perception, to ensure maximum customer satisfaction is delivered across all traditional and digital touch points.

·           Promote up-sell and cross-sell opportunities across the existing base using customer intelligence and user behaviour

·         Build customer advocacy in the form of touch-point ideas which deliver emotional connections to customers

·         Review the monthly customer health-check reports to understand key drivers of satisfaction, dissatisfaction, advocacy and churn (responsibility seems a little high for the role)

·         Support the execution of the Customer Surprise and Delight program

·         Provide support in the implementation of all action plans to resolve key issues affecting customer satisfaction and dissatisfaction 

·         Communicates tactfully and effectively both verbally and in writing, and maintains effective work relationships with all stakeholders and partners

·         Conduct mystery shopping exercise at all Frontline Touch Points and prepare detailed reports of findings with recommendations

                               

Educational Requirements                         

 University degree or equivalent in relevant discipline

                               

Experience,Skills & Competencies                         

Minimum of One to Two years post NYSC work experience

Problem solving and root cause identification skills.

  Excellent business analysis skills including a wide range of techniques for data and analysis (including process modelling, process mapping and business requirements specification)

 Must be a team player and able to work collaboratively with and through others

Proficiency in Ms Office - Visio, Excel, Word and PowerPoint

 Previous work experience in telecommunications industry will be an added advantage