Established in the UAE in 1976, Etisalat has over its 35 years of experience, pioneered various innovative technologies in emerging markets and extended the reach of millions of subscribers globally.


1. Job Title: Specialist, Products Integration
Job Location: Lagos, NG

Job Summary

  • Responsibility for the successfully integration of new or enhanced products, services, propositions and/or promotions across all customer touch points. The jobholder will actively represent Frontline through the Product development lifecycle from Concept, requirements gathering, design, development and deployment – Including all Go-To-Market activities as well as training, briefings and launch communications.
  • Responsible for the ensuring feedback from Customers and Frontline teams on existing products and services are communicated back to relevant product owners, gaining commitments on products enhancements and bug fixes.
  • Manage the product focus groups ensuring functionality testing by customers’ pre and post launch.

Principal Functions

  • Product Concept Review- collaborate with other product teams to develop product concept and description documents
  • Facilitate Provision of product support tools- requirements gathering, URS development, testing and delivery of support tools/interfaces to CC
  • Monitor the development of new products by implementing a product development checklist which will track the stages of development of all products in development
  • Facilitate testing- conduct tests and issue Product functionality and User Acceptance Test reports for new products and VAS services. The test should cover all anticipated customer problems.
  • Facilitate the documentation of Support process- Ensure and obtain approval for resolution procedures, agree SLAs and establish process on CRM tool.
  • Facilitate the preparation of the process document which will detail the resolution procedure for all anticipated problems.
  • Review FAQs and Answers, Manuals, trouble shoot guide, Launch Notification and other docs that facilitate adequate product support
  • Information Circulation- Provide product information to various CC units and other channels management teams
  • Liaise with the training team to ensure that training materials are developed and all support staff are trained
  • Post-launch Support- Test, Monitor, report and assist in escalation and resolution of customer issues. Conduct surveys and analyze customers feedback
  • Conduct mystery shopping/ mystery calling of frontline teams to ensure that the product launched is being supported as scoped.
  • Ensure that product/service/promotion performance report from the customer’s perspective is shared with product/segment owners on a weekly basis
  • Establish and enforce standard procedures for all products and services
  • Bring strong creative skills to translate business needs and user goals into practical design solutions


Educational Requirements
First degree or equivalent in a relevant discipline.

Experience, Skills and Competencies

  • 3 – 5 years work experience
  • Experience in telecommunications industry will be an added advantage
  • Experience in project implementation or change management.
  • Excellent interpersonal and communication skills and the ability collaborate in cross-functional teams
  • Analysis and Problem Solving
  • A thorough understanding of consumer needs, drivers and issues
  • Outgoing, organized, persistent, flexible and able to focus on long term goals


2. Job Title: Specialist, Online User Experience
Job Location: Lagos, NG

Job Summary

  • The specialist, Online User Experience is part of the Customer Experience team and is responsible for identifying and prioritising changes to the user experience (UX) through stakeholder and user feedback to ensure that the Etisalat.com.ng is competitive and compelling.
  • Working within an agile framework we are looking for an individual with an attention to detail whose aims include delighting customers through features and experience. Passionate about growing the online interactions and making Etisalat.com.ng the one stop shop for product information and account management



Principal Functions

  • Bring strong creative skills to translate business needs and user goals into practical design solutions
  • Create responsive designs for Web and Mobile interfaces appropriate to the user’s needs.
  • Work closely with cross functional teams to conduct user research, identify pain points, refine user profiles and create task lists.
  • Contribute to product requirements and design wireframes and functional prototypes.
  • Provide user experience testing, run usability tests, conduct interviews, organize e-satisfaction surveys, and perform other usability assessments.
  • Interpret user feedback, and make design decisions based on that feedback.
  • Simplify marketing product briefs and frequently asked questions to improve appeal and readability.
  • Work closely with social media team to identify methods to optimise messaging across social and online channel to manage seamless execution.
  • Work closely with frontline teams to implement contact reduction initiative across traditional channels.
  • Own and manage user experience documentation that defines patterns, site architecture and site design specification.
  • Conduct regular site audits to effectively manage consistency, accuracy and relevance of content.
  • Provide support to ensure brand principles and guidelines are followed in all design
  • Post implementation analysis and optimisation recommendations
  • Create and manage web in page analytics reporting and competitor analysis to deliver performance objectives to target customer segments.


Educational Requirement
First degree or equivalent in a relevant discipline.

Experience, Skills and Competencies

  • 3 – 5 years as a usability engineer, user experience designer, graphic designer, user researcher, or equivalent title in software design or development
  • Knowledge of HTML5, CSS and JavaScript / jQuery
  • Experience with both Web and Mobile applications
  • Excellent interpersonal and communication skills and the ability collaborate in cross-functional teams
  • Analysis and Problem Solving
  • A thorough understanding of consumer needs, drivers and issues
  • Outgoing, organized, persistent, flexible and able to focus on long term goals
  • Calm under pressure with the ability to drive to agreement and action

3. Job Title: Manager, Online User Experience and Self-Care
Job Location: Lagos,NG

Job Summary

  • The Manager, Online User Experience and Self Care will be responsible for devising, planning and driving the redesign of Etisalat online service channels to create a ‘best in class’ experience for customers, through effective co-operation with the proposition, products, marketing, brands and comms, Product Development and Channel teams.
  • Embedding a data-driven approach, leveraging customer insight and research from multi-variant testing to roll out iterative enhancements and fine-tune the online experience.
  • Drive customer-focused changes to operational and business processes to establish online as the channel of choice for an increasing proportion of Etisalat customers, and drive advocacy
  • The role is all about creating a ‘best in class’ online experience across Online and self care platforms for our customers, providing clear and compelling reasons to service through Web, Mobile, IVR, and USSD channels.

Principal Functions

  • Define user experience (UX) guiding principles and interaction styles.
  • Champion best practice of user centric design (UCD) and usability
  • Managing the accuracy and relevance of content on Etisalat.com.ng and all other Etisalat domain platforms.
  • Develop design guidelines in conjunction with Brands and communications team to enforce site layout, look and feel. Delivering subjective appeal, consistency, ease of use and readability using the appropriate media to potential and existing customers.
  • Define functionality for self care platforms and Increase the volume of site visits and educating our customers of the benefits of using our online channel as an account management and self service channel.
  • Work with the Brand and Communications, product management and development team to create and develop plans to deliver targets for online initiatives, including the forecasts and reports associated with these plans.
  • Continually optimise and improve the online customer experience to maximise impact on Self Service targets, including Web, IVR, USSD, Mobile app whilst ensuring high levels of customer satisfaction and reducing calls into Etisalat Call Centres.
  • Create online service processes which achieve their highest potential (e.g. by monitoring page visits and dropout rates) and making improvements on usability.
  • Work with others teams across Etisalat including Commercial and Technical teams to develop manage and execute the online strategy; including promoting Value Added Services to existing customers.
  • Manage and deliver tactical and strategic projects involving managing the complete end to end process from mapping customer journeys, wireframe development, UI/UX, creative execution
  • Reporting and analysis of online performance, providing weekly updates to business stakeholders including insight, plans and recommendations for areas that they own.
  • Manage content accuracy, relevance and enforce governance on Etisalat domain websites.
  • Work closely with portal development resource and continually improve the process to analyse, prioritise and efficiently manage tasks coming from areas of the business.
  • Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives.
  • Perform any other duties as assigned by the Head, Customer Experience and Retention

Educational Requirement
First degree or equivalent in a relevant discipline.

Experience,Skills and Competencies

  • 6 - 8 years as a usability engineer, user experience designer, graphic designer, user researcher, or equivalent title in software design or development
  • Knowledge of HTML5, CSS and JavaScript / jQuery
  • Demonstrable passion for online and UCD (User centric design)
  • Proven experience in online customer experience development and delivery
  • A thorough understanding of consumer needs, drivers and issues
  • Reporting and Analytics (strong Excel skills essential)
  • Willing to take the initiative, ability to innovate and think creatively
  • Planning and Business Case Development
  • Business Improvement and Delivery
  • Grasp of self-service principles and techniques
  • Influencing and strong communications skills with an ability to work across the business (strong PowerPoint skills essential)
  • Ability develop business relationships and to clearly present information to senior stakeholders.

4. Job Title: Manager, Customer Experience Mgt
Job Location: Lagos, NG

Job Summary
Ensure customer experience principles are embedded across the organisation and all customer touch points including the contact centre, Etisalat experience centres, Indirect Channels, website, IVR and self-care. Delivering a consistent memorable experience.

Principal Functions

  • Working with cross functional teams across commercial, technical, finance and regulatory to reinforce their campaigns, project and processes to minimise negative customer impact and optimise customer experience.
  • Identify the need for new strategic programs to address issues or shortfalls in the customer experience.
  • Identify enhancements to customer impacting or operational processes which require modification and potential new functionalities or IT capabilities.
  • Act as the guardian of customer focus within the organisation and enforce the voice of the customer for all project and initiatives delivered within the organisation.
  • Leverage customer experience data and insight reports to monitor contact ratio, Customer Satisfaction and Net Promoter Score in order to provide continual visibility back to the business of the customer experience performance and reduce unnecessary / non-added value customer contacts.
  • Track and own customer satisfaction data across all customer touch points.
  • Deliver actionable, proactive insight that drives our business decisions, escalating customer issues and driving and defining specific action plans with the relevant departments to achieve speedy issue resolution.
  • 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.
  • Continuously review processes, policies, systems and behaviour across all points of contact with customers to ensure optimal customer satisfaction and identify areas for process improvement.
  • Liaise with Sales, Marketing and other customer facing functions to implement agreed service delivery standards aimed at enhancing customer satisfaction and promoting loyalty.
  • Participate in the conduct of procedural audit/evaluation and monitoring of customer facing functions to ensure compliance with EMTS’s customer relationship management (CRM) standards.
  • Facilitate periodic consumer focus sessions to receive feedback from customers.
  • Monitor competitor analysis with regards to customer experience management.
  • Manage inter-functional relations to ensure synergy and across the various departments.
  • Operational management of the interactive voice response (IVR) channel.
  • Assist in planning and managing the human and material resources of the unit to optimise performance, morale and enhance productivity.
  • Prepare/compile agreed periodic activity and performance reports for the attention of the Head, Customer Experience and Retention Management
  • Perform any other duties as assigned by the Head, Customer Experience and Retention Management
  • People Management – 3 Direct Reports.


Educational Requirement
First degree or equivalent in a relevant discipline.

Experience, Skills and Competencies

  • 6-8years work experience, with at least three (3) years in a supervisory role.
  • Excellent verbal and written communication skills
  • Able to lead, motivate, inspire and influence team members and colleagues.
  • 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.
  • Desire for self-improvement in industry knowledge
  • Calm under pressure with the ability to drive to agreement and action

5. Job Title: Manager, Service Design
Job Location: Lagos,NG

Job Summary

  • Responsibility for the service design and product integration of new or enhanced products, services, propositions and/or promotions across all customer touch points. The jobholder will actively represent the frontline through the end to end product launch cycle from Concept, requirements gathering, design, development and deployment – Including all Go-To-Market activities as well as training, briefings and launch communications.
  • Responsibility for managing the shift from an inward focus on departmental and organisational goals and measure (Inside out thinking) to outward focus on delivery of high value Customer Experience through continuous Customer Engagement.
  • Ensure customer experience principles are embedded across the organisation and all customer touch points including the contact centre, Etisalat experience centres, Indirect Channels, website, IVR and self-care. Delivering a consistent memorable experience


Principal Functions

  • Introduce the customer lens into the design process of business requirement documentation and review all Customer Notification scripting in business requirement documentation
  • Working with cross functional teams during the product delivery cycle to reinforce their campaigns, project and processes to minimise negative customer impact and optimise customer experience.
  • Responsible for the service design on all new products, propositions and promotions across lines of business including voice, data, digital and business segments.
  • Review all launch Marketing collateral for simplicity, clarity and accuracy to reduce perception of misspelling on a product or service.
  • Implement the Omni – Channel Customer Engagement Programme providing a closed loop experience across touch points.
  • Work closely with the Quality of Service team in technical to effectively implement QoS improvement strategies.
  • Develop and manage the Etisalat Digital Customer Welcome Programme.
  • Drive the delivery of the Social Care Strategy across the organisation.
  • Drive adoption and manage customer education across all Etisalat service channels.
  • Identify the need for new strategic programs to address issues or shortfalls in the customer experience.
  • Identify enhancements to customer impacting or operational processes which require modification and potential new functionalities or IT capabilities.
  • Leverage customer experience data and insight reports to monitor contact ratio, Customer Satisfaction and Net Promoter Score in order to provide continual visibility back to the business of the customer experience performance and reduce unnecessary / non-added value customer contacts.
  • Deliver actionable, proactive insight that drives our business decisions, escalating customer issues and driving and defining specific action plans with the relevant departments to achieve speedy issue resolution.
  • Assist in planning and managing the human and material resources of the unit to optimise performance, morale and enhance productivity.
  • Prepare/compile agreed periodic activity and performance reports for the attention of the Head, Customer Experience and Retention Management
  • Perform any other duties as assigned by the Head, Customer Experience and Retention Management
  • People Management – 3 Direct Reports.


Educational Requirement
First degree or equivalent in a relevant discipline.

Experience, Skills and Competencies

  • 6-8years work experience, with at least three (3) years in a supervisory role.
  • Experience in telecommunications industry will be an added advantage
  • Experience in project implementation or change management.
  • Able to lead, motivate, inspire and influence team members and colleagues.
  • Ability to translate data into actionable insight and a coherent strategy for the unit or department
  • 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.
  • Calm under pressure with the ability to drive to agreement and action


APPLY HERE


Application Deadline: 10th March, 2014.