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Specialist Customer Intelligence At Etisalat Nigeria

Date Posted: 21/Mar/2014
Deadline: 02/Apr/2014

Specialist Customer Intelligence;

Gather and analyse data on Etisalat's customers' experiences across all touch points.


Principal Functions

  • 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.
  • Assist in monitoring competitor activity with regards to customer experience management
  • Maintain accurate records of customer experience intelligence as gathered from diverse sources including research, systems-based information sources
  • Maintaining the Customer Intelligence database to ensure availability of data.
  • Customer Email and Alternate sources capture from diverse sources for CEM initiatives.
  • Provide monthly customer Segmentation analysis report.
  • Monitoring and data validation of monthly customer Priority Routing process.
  • Production and deployment of How-to-videos for Customer education.
  • Project Management and production of the Voice of the Customer (VoC) videos
  • Social Media monitoring and Reporting. (Twitter, Facebook and online).
  • Responsible for all CEM email broadcast communications to customers.
  • Data and Decision support for all CEM initiatives.
  • Perform any other duties as assigned by the Manager, Customer Experience

Educational Requirements

  • First degree or its equivalent in a relevant discipline.

Experience, Skills & Competencies

  • Three (3) to five (5) years relevant work experience.
  • Excellent understanding of Relational Database Management Systems (RDMS)
  • Possess strong data analysis and reporting skills.
  • 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.



Method of Application

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