Lead - Customer Experience Operations, Airtel Money at Airtel

JOB PURPOSE

This role will be responsible for safeguarding Airtel Money’s operational efficiency with a view to deliver Superior Customer Experience for Financial Services.

To achieve this, the role scopes Digital Assets, People, Systems and Processes.

This roles works collaboratively with all Airtel Africa Markets and related stakeholders at Airtel Africa Group/Headquarter including varied technical teams, for effective outcomes.
 
Responsibilities and Accountabilities:

1. Lead OpCos to achieve optimized and best in class digital customer experience
2. Analyse Airtel Money Operations, Systems and Process from a Customer Experience (CX) lens with a view to pick out and successfully execute opportunities
3. Achieve timely outcomes by working collaboratively with cross-functional teams that include various OpCos and Group/Headquarter stakeholders.
4. Effectively manage technical projects (such as change requests and user acceptance tests across OpCos) and other CX related projects to deliver efficient and effective outcomes.
5. Operationalise and uphold CX standards across all Africa Markets
6. Ensure continuous process improvement to guarantee best in class customer experience
7. Monitor and manage CX metrics to achieve set targets across markets
8. Work collaboratively with Product Manager Cx – Airtel Money Products to uphold omnichannel UX across digital and traditional customer channel

Competencies

1. Project Management
2. User Journey Mapping
3. Strong in Planning and Organising (Strategic and Tactical)
4. Strong Negotiation and Influencing skillset.
5. Strong in Problem Solving and Decision-making.
6. Strong in Relationship Building
7. Clear in communication, both written and verbal.

Qualifications and Experience

1. Graduate / Post Graduate possessing a degree in ICT, human sciences or related discipline
2. Demonstrable experience in process and systems analysis/re-engineering
3. Certification in Design Thinking Methodology or related discipline
4. Minimum 5 years’ relevant experience in telecommunication/ customer experience environment..