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Job Title:   Senior Manager – Customer Experience

Organisation: MTN Uganda Limited

Duty Station: Kampala, Uganda

Reports to: General Manager, Growth and New Business

About US:

MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.

Job Summary:   The Senior Manager – Customer Experience will develop and drive to attainment the MTN Uganda Customer Experience goals for the Home Business by providing professional expertise in strategizing and implementation of best practices using timely and relevant analytics and research, stakeholder management at all levels and overall alignment to MTN Group Corporate goals and objectives.

Key Duties and Responsibilities:

• Develop the overall Customer Experience plan and customer centric strategy within the Opco in collaboration with Group and the Executive
• Ensure the successful design, delivery and implementation of Customer High Volume Journeys by providing project management, analytical support and customer experience expertise.
• Analysis of customer information– including, but not limited to Net Promoter Score, micro-segmentation, churn, closed loop feedback, with the aim to improve customer experience.
• Co-creation with Technology of blueprint for enablers to customer experience framework – including, but not limited to Call centre technologies, real time customer management technologies, network performance, etc.
• Organizational structure and upskilling analysis to ensure customer experience programs are successfully implemented and executed on an operational level
• Provide Input into Reporting metrics and market insight research modelling to ensure consolidated and consistent views as it relates to the MTN Customer Experience
• Support change initiatives (continuous improvement) to continually improve all aspects of CEX strategic projects delivery and any new Strategic projects through design and project management support.
• Collaborate with digital service channel teams to create a ‘best-in-class’ experience for customers, through cooperation with the product development marketing teams.
• Collect and share insights from BI and data analytics from customer behavior around Home products in order to provide input around improving product usability and customer experience.
• Management of consultancies and partners to ensure SLA delivery at preferred pricing.
• Responsible for High volume and critical journey industrialization.
• Coordinate and drive Digitization and automation of all customers affecting journeys and BOPs with an aim of improving efficiency and promoting self-service.
• Recruit, develop and retain people with outstanding skills, qualifications, and potential.
• Define the divisional KPAs and KPIs that will be cascaded down to staff and shared with other functional areas within the Opco.
• To develop & coach all direct reports

Qualifications, Skills and Experience:

• The applicant for the MTN Uganda Senior Manager – Customer Experience job must hold a Degree in Business, Technology (IT or Computer Science) or related discipline
• Masters Qualification would be an advantage.
• Digital design skills are an added advantage
• Project and people management skills
• Report writing skills (MS Powerpoint, MS Word, MS Excel)
• Minimum of 3 years’ experience in leading a highly qualified and experienced team in a highly complex environment
• Minimum of 7+ years in Customer Experience, Strategy and/or Related commercial fields
• Experience in Service Delivery with Digital design experience within Telco industry required.
• Innovation – Creativity to build customized digital systems to deliver on effective and efficient service, understanding the “Big picture.”
• Analytical – Synthesizes complex or diverse information.
• Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyses information skillfully
• Interpersonal Skills – Focuses on solving conflict; Maintains confidentiality.
• Communication – Listens and gets clarification; Responds well to questions, demonstrates attention to detail.
• Self-motivated and willing to “do what it takes” to get the job done.
• Have a strong “client service “mindset and the ability to use collaborative & non-adversarial approaches in achieving goals.
• Strong work ethic and ability to work with minimal supervision independently and as a team.
• Alertness to quality, attention to detail, Aptitude for learning, understanding, and applying concepts.
• Capabilities: Conceptual Thinker, Problem Solver, Improvement Driver,
• Culture and Change Champion, Relationship Manager, Results Achiever, Operationally Astute

NB: Female applicants are strongly encouraged to apply.

How to Apply:

All candidates who wish to join MTN Uganda Limited in this capacity should apply online at the link below.

Click Here

Deadline: 27^th November 2023

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