Job Title Analyst.Product
Integration*
Location Lagos,NG
Job Summary
Support the Customer
Experience Management team to identify, develop and implement projects,
business cases across existing and future products base
Principal Functions
·
Provide support in identifying opportunities for
the improvement of services by recommending process and technical solutions for
change.
·
Support all service design projects to achieve
the timely delivery of service improvement initiatives.
·
Review existing and new product and service
process improvements opportunities across customer facing touch points.
·
Participate in all User Acceptance tests
ensuring quality measures are adhered to before products or services are
delivered into live environments.
·
Co-ordinate the mystery shopping programme
across all frontline touch points.
·
Be the ears and eyes of the customer across the
organisation - ensuring the customer expectations are exceed with design and
usability across all products and services.
·
Provide support for all product integration
activities for the Service Design Unit.
·
Prepare periodic reports and analysis on
escalated issues and ensure all issues raised are resolved within agreed SLAs
Perform detailed and rigorous analysis of current business processes, making
creative and innovative recommendations for experience improvements.
·
Work in collaboration with cross functional
teams to develop customer journey maps
·
Support the design, set up and launch of new
products and services.
·
Carry out other tasks as directed by Manager,
Service Design
·
Manage and update a database of all launched
products, services and promotions on the network Provide support in the
evaluation of proposed technical solutions to ascertain their suitability for
services delivery.
·
Assist the Manager, Service Design to implement
ad-hoc tasks assigned.
Educational
Requirements
University degree or equivalent in relevant discipline
Experience,Skills
& Competencies
Minimum of One to Two years post NYSC work experience
Proficiency in Ms
Office - Visio, Excel, Word and PowerPoint
Excellent business
analysis skills including a wide range of techniques for data and analysis
(including process modelling, process mapping and business requirements
specification)
Communicates
tactfully and effectively both verbally and in writing
Maintain effective
work relationships with all stakeholders and 3rd party partners
Flexibility and
adaptability to new instructions and/or dynamic organisational priorities
Must be a team
player and able to work collaboratively with and through others.
Advanced problem
solving and root cause identification skills.
Experience in
telecommunications industry will be an added advantage
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