Senior Specialist - Customer Experience Business Partner.Commercial Operations SA

Owns customer journeys for a specific business unit i.e. S&D, CBU, EBU, Network & Coverage, Digital & Fintech etc.

Responsible for ensuring that customer experience principles are followed by the business units within MTN, as well as ensuring that the different channel’s processes are streamlined for customers.

Defines the Customer experience vision and strategic priorities required to deliver intended experiences that meet or exceed customer expectations in accordance with the goals of the organisation. 

Plays a vital role in improving the client experience for the MTN SA brand. Translates strategy into action by clarifying goals, assessing risk & impact, and developing new customer journeys.

Explores opportunities to streamline processes by implementing enhancements across all customer touchpoints within a specific channel.

Channel Management/ Partnering

• Leads the development of customer journeys within a specific channel or business unit in close cooperation with relevant stakeholders
• Contribute to setting and delivering business transformation vision and strategy
• Audits workflows, plans for and executes effective solutions for pain points on customer journeys within the channel
• Develop and implement best practice frameworks/methodologies for improving and digitising the customer journey
• Ensure initiatives from voice of the customer sessions are implemented by the business unit to improve overall channel customer experience
• Visualise and map current and desired processes
• Assist in defining and managing updates and reports as well as customer experience reporting to the organization
• Define and implement a robust process for data capture and continuously improving technology platforms at all touchpoints
• Identify pain points in customer channels within a specific channel or business unit and map these
• Design future journeys within the channel/business unit and drive implementation of actions to close gaps
• Define a robust process for data capture and continuously improving technology platforms at all touchpoints
• Stays informed on transformations and initiatives across the business and channels (both physical and digital) in order to inform design choices
• Facilitate the improvement of customer journey processes within the specific channel/ business unit
• Contribute to Ecosystem design between different channels 
• Work closely with training teams to develop content to reinforce the customer mindset
• Mobilise experience testers to ensure that products or offerings perform according to the envisaged design and efficiency (periodically post implementation)

 

Project Management

• Manage projects incorporating planning, execution and tracking of deliverables for all CX initiatives resulting from journey mapping exercises
• Determine timeframes, dependencies and potential over runs
• Identify risk and opportunity for review
• Assess risk and impact and incorporate this into project planning and delivery
• Ensure Alignment of commercial/client strategy with projects managed by technical Business Analysts in MTN’s in-house development team

 

Stakeholder Relations

• Partner with the relevant internal stakeholders within a specific channel/ Business unit to improve understanding of customers and enhance their experience
• Ensure that customer experience principles are followed by the specific channel/business unit, within MTN
• Ensure that the company brand is always presented in a strong and positive image
• Act as a liaison between MTN and outsourced partners, suppliers and customers regarding customer journey experience strategy, process and policy; building effective relationships to ensure mutual benefit to all stakeholders

 

People & Culture

• With input from leader, create personal development plans
• Ensure understanding and alignment of own KPAS and KPIs
• Take ownership of own performance and identify training needs. Have performance discussions with leader
• Act as an ambassador for the team by living the Brand values and vital behaviours and changing and influencing employees’ behaviour
• Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first choice

Education

• Bachelors degree in Engineering, Business, Marketing, Technology or other relevant area
  • Minimum of 3 years’ Telecommunications experience

Experience

• Experience in customer service management
• Experience with analytical and reporting language /tools viz. Power BI
• Advanced proficiency in MS Word, MS Excel and MS Powerpoint
• Project leadership in digital marketing, cross-functional planning, and campaign management
• Knowledge of business process analysis and design thinking techniques, including the use of modelling and collaborative tools
• Demonstrable experience of business analysis and successful business change
• Experience in Change Management and Process Improvement
• Design Thinking or User Experience design certification will be advantageous

About MTN South Africa

Launched in 1994, MTN South Africa is a subsidiary of MTN Group, a leading emerging market operator with a clear vision to lead the delivery of a bold new digital world to our customers. We are inspired by our belief that everyone deserves the benefits of a modern connected life. The MTN Group is listed on the JSE Securities Exchange in South Africa under the share code ‘MTN’. Our strategy is Ambition 2025: Leading digital solutions for Africa’s progress.