Analyst, Loyalty & Retention

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Analyst, Loyalty & Retention
Location: All Nigeria
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Ad description

Graduate Job Opportunities at Etisalat Nigeria

Etisalat Nigeria commenced commercial operations on 23 October 2008 with a promise to deliver innovative and quality services in Nigeria. Since then, we have continued to deliver the best possible experience at the most affordable price to our subscribers.

This commitment has led to the growth of our active subscriber base to over 21 million in just six years. Today, Etisalat has network coverage in all 36 states of the federation including Abuja, the federal capital territory as we continue to build our network and expand to new locations.

Position: Analyst, Loyalty & Retention

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 improvements 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

 

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