Senior Manager - Digital Transformation, Customer Relations and Experience at MTN Nigeria

MTN Nigeria is part of the MTN Group, Africa\'s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt. MTN paid $285m for one of four GSM licenses in Nigeria in January 2001. To date, in excess of US$1.8 billion has been invested building mobile telecommunications infrastructure in Nigeria. Since launch in August 2001, MTN has steadily deployed its services across Nigeria. It now provides services in 223 cities and towns, more than 10,000 villages and communities and a growing number of highways across the country, spanning the 36 states of the Nigeria and the Federal Capital Territory, Abuja. Many of these villages and communities are being connected to the world of telecommunications for the first time ever. The company\'s digital microwave transmission backbone, the 3,400 Kilometre Y\'elloBahn was commissioned by President Olusegun Obasanjo in January 2003 and is reputed to be the most extensive digital microwave transmission infrastructure in all of Africa. The Y\'elloBahn has significantly helped to enhance call quality on MTN network.

Job Identification: 5071

Mission

• Spearhead Customer-Relations digital transformation into a customer-centric tech-co customer operation. This leader will reimagine customer journeys on digital platforms, empower customers with self-service tools, and revolutionize internal processes for exceptional digital customer interactions.
• A Senior Product Owner bridging the gap between the technical (IT & Network) teams and business (primarily Customer Experience/Relations/Operations) teams in leading the development of the world-class Next Gen myMTN NG app/web and chatbot self-service platforms.
• This individual will be a visionary strategist and an execution-focused product owner, aiming to significantly enhance customer ease of interacting and journeying within MTN processes to reduce customer contact volume and propel digital sales and self-service.

Description

• Support the shareholder return strategy by developing and implementing the division’s processes that are aligned to achieving all elements on the business score card.
• Balancing Cost & Value: Optimizing digital transformation initiatives and Next Gen myMTN development within budgetary constraints while ensuring long-term ROI through increased digital sales and reduced customer contact volume.
• Justifying AI Investments: demonstrating the clear financial benefits of implementing AI-powered self-service tools and justifying the ongoing costs associated with technology maintenance and updates.
• Data-Driven Decision Making: Leveraging analytics to accurately measure cost savings from reduced contact volume and increased self-service adoption
• Shifting User Needs: Understanding and catering to the diverse needs of MTN's customer base in terms of digital literacy, self-service comfort levels, and desired functionalities within the myMTN platform.
• Managing Expectations: Balancing expectations from various stakeholders, including senior management who desire rapid cost savings and improved digital sales figures, alongside customer expectations for excellent user experiences and robust self-service solutions.
• Partner Management: Collaborating effectively with potential technology vendors for the Next Gen myMTN platform development, ensuring alignment with project goals and budget limitations.
• Regulatory Compliance: Ensuring all digital transformation initiatives and self-service functionalities within the myMTN platform comply with relevant data privacy and customer protection regulations.
• Cross-Functional Collaboration: Effectively collaborating with IT, operations, sales, marketing, and customer insights teams to ensure seamless integration of digital transformation initiatives and Next Gen myMTN development.
• Process Reengineering for Digital: Streamlining internal processes to adapt to a digital ecosystem, reducing friction, and optimizing workflows for efficient self-service support.
• Change Management: Managing resistance within the organization towards digital transformation and leading the cultural shift towards a customer-centric digital mindset.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets and requirements, and regularly reviewing their training needs.
• Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Educational Qualification

• Minimum of a Bachelor's Degree in Business, Computer Science, Engineering, or a related field.
• MBA is a strong plus.
• The following trainings and certifications would be a strong plus:
  • Digital Transformation Frameworks (Design Thinking, Customer Journey Mapping, or Agile Transformation)
  • AI & Automation for Customer Service: (e.g., chatbot platforms, NLP).
  • UX/UI Design: training on user-centered design principles and UX/UI best practices.
  • Product Ownership Certifications: like CSPO (Certified Scrum Product Owner), PSPO (Professional Scrum Product Owner), or similar.
  • Data Analytics.

Experience:

• 9-17 years of work experience, which includes:
  • 5-8+ years’ experience with a split focus on both digital transformation/customer journey design AND agile product ownership/management for digital products. Telecom or Fintech experience is preferred.
  • Experience with Agile development tools such as JIRA, Confluence, and Rally
  • Proven success in driving ‘customer success’ through self-service tools and digital channel optimization.
  • Track record of successfully launching or iterating on customer-facing digital products and platforms.
  • Strong communicator who can operate at all levels, taking complex analysis, and interpret and communicate it appropriately to different audiences.
  • Experience with change management and working in a matrix environment.

Method of Application