Manager-Customer Experience Digital Transformation at MTN Rwanda

Manager-Customer Experience Digital Transformation

Consumer Department

• Reference number: 1

• Job type: Permanent

• Kigali Rwanda

• Organisation Name: MTN

• MTN Level: 3

• Posted: 20 Apr 2024

Job Description

Mission/ Core purpose of the Job

• To coordinate the delivery of effective and efficient digital transformation initiatives in customer experience, thereby improving customer NPS and cost reduction.
• To drive the uptake and growth in usage of the self-service, digital and online channels (IVR/Email/Chatbot/Social Media/MTN App) to ensure call deflection KPIs are achieved and grow Unassisted Contacts

• Champion the implementation of digital transformation to digitize High-Volume Journeys. 
• Working with detailed customer insights to deliver a unique Digital Customer Experience and thus delivering personalized differentiated brand interaction as a competitive advantage. 
• Design End-to-End Customer Journey and User Experience across all business units for all customer touch points – Service centers, Mobile, Online and Contact Centre.

Job Responsibilities

• Lead the execution of the digital transformation strategy in Customer experience across various business units in the most efficient, meaningful and effective way.
• Working with product owners to ensure product journeys are available on all digital touch points and ensuring MTN digital touchpoints have a great UX.
• Responsible for Growth and penetration of digital channels to grow unassisted contacts and reduce overall cost to serve.
• Identify Digital Champions across Business Units to ensure the delivery of process simplification, efficiency, improvement and automation.
• Drive disruption through design thinking, journey mapping and leverage on customer insights, process automation, human centered design to challenge the status.
• Lead the identification & Digitalization of high-volume customer journeys in MTN.
• Manage the implementation of digital processes across customer touch points to improve CSAT, resolution and efficiency strategies.
• Use all the knowledge collected from customer analytics, customer interactions, customer feedback and other sources to provide excellent digital customer experience.
• Organize training programs for frontline to update their knowledge and awareness of available digital channels.

• Responsible for conducting internal and external analysis, research and evaluating competitors and industry trends, and propose digital solutions to improve customer experience. 
• Continuously implement transformative initiatives on self-service, digital and online channels (Email/Web Chat/Social Media/Chatbot/MTN App).
• Support the organization in embracing Digital Transformation and Agile as a culture shift.
• Customer Focus – Understands customer (both internal and external) insights, influences teams to build customer centric processes and systems, drives customer focus as a value within the organization.
• Develop highly effective, influential relationships internally and externally with key stakeholders to research, identify and capture new digital opportunities across the business.
• Collaborate with the Business Units on driving digital channel uptake per segment within the defined Service experience standards.
• Gaining an understanding of digital market trends and opportunities that are relevant to the digitalization of the contact center.

Job Requirement

Education

• A Degree in IT or Business information technology
• A Master’s degree or a Professional Certification in Project Management is an added advantage

Experience  

• 3 years relevant experience with at least 1 years in the field of  User Experiences (UX) design and Agile and Scrum Mastering
• Experience in successfully led and supported multiple digital innovation projects working on digital solutions for consumers and enterprises.
• Experience in Agile Methodologies Experience with working with cross-functional teams and senior stakeholders

How to apply

All interested candidates are requested to apply through the MTN website and submit their updated curriculum vitae with copies of academic credentials no later than 26th April 2024. MTN Website portal: https://www.mtn.co.rw/careers/

We strongly encourage applications from women and/or individuals with disabilities. 

Note: Should you not hear from us within 14 (fourteen) days from the closing date of this advertisement, you may consider your application unsuccessful, If you encounter any issues when completing the application, reach out to Alozius.Mutamba@mtn.com (+250788319965)

At MTN Rwandacell Plc we are committed to safeguarding your data privacy. For more information visit our website to read our job applicants privacy notice that explains how we collect, use, disclose, and protect your personal data at https://www.mtn.co.rw/privacy-notice-for-job-applicants/