Gblcareers

Job Title Specialist.Customer Intelligence;
Location Lagos,NG
Function
Job Summary
Gather and analyse data on Etisalat’s customers’ experiences across all touch points.
Principal Functions
Support the design of experiences with both emotional and rational/tangible benefits
Keeping up with customer experience best practices in the telecommunications industry with the ability to adopt/ implement accordingly.
Assist in monitoring competitor activity with regards to customer experience management
Maintain accurate records of customer experience intelligence as gathered from diverse sources including research, systems-based information sources
Maintaining the Customer Intelligence database to ensure availability of data.
Customer Email and Alternate sources capture from diverse sources for CEM initiatives.
Provide monthly customer Segmentation analysis report.
Monitoring and data validation of monthly customer Priority Routing process.
Production and deployment of How-to-videos for Customer education.
Project Management and production of the Voice of the Customer (VoC) videos
Social Media monitoring and Reporting. (Twitter, Facebook and online).
Responsible for all CEM email broadcast communications to customers.
Data and Decision support for all CEM initiatives.
Perform any other duties as assigned by the Manager, Customer Experience
Educational Requirements
First degree or its equivalent in a relevant discipline.
Experience,Skills & Competencies
Three (3) to five (5) years relevant work experience.
Excellent understanding of Relational Database Management Systems (RDMS)
Possess strong data analysis and reporting skills.
Ability to translate data into actionable insight and a coherent strategy for the unit or department
Able to co-ordinate teams across the business to creatively resolve issues, both reactively and proactively.
Well organised with a systematic approach to work and close attention to detail
Passionate and driven to improve the customer experience
A completer finisher with a track record on time delivery to high standards.
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