Etisalat's vision is a world where people’s reach is not limited by matter or distance; a world where people will effortlessly stay in touch with family and friends; a world where businesses of all sizes can reach new markets without the limitations of distance and travel
Etisalat Nigeria is recruiting to fill the below position of:
Job Title: Specialist - New Product Integration
Location: Lagos, NG
Job Summary
Ensure successful integration of all new or enhanced products, services, propositions and/ or promotions across all customer touch-points by participating in, and contributing to, the company s product development lifecycle from concept and requirements gathering to design, development and deployment (including all go-to-market activities, relevant training, briefings, and launch communications)
Principal Functions
Ensure effective communication of feedback from customers and frontline teams to relevant product owners in order to gain commitments on product enhancements and bug fixes
Ensure that adequate tools, systems and interfaces required to support products, services and promotions are provided and all personnel are trained before launch of specific products and promos
Liaise with relevant teams in the Commercial Department to ensure that all communications materials supporting a product are understood from the customer s standpoint during and after the product development phases
Manage product focus groups for functionality testing by customers pre- and post-launch
Collaborate with other product teams to develop, review and document descriptions of product concepts
Attend all new products, services and promos meetings from conceptualization and development to testing, training and launch
Monitor the development of new products by implementing a product development checklist to track the stages of development of all products in development
Conduct tests which cover all anticipated customer problems and issue product functionality and User Acceptance Test (UAT) reports for new products and Value Added Services (VAS)
Document and obtain approval for resolution procedures and Service Level Agreements (SLAs)
Review FAQs, manuals, troubleshoot guides, launch notification and other documents which facilitate adequate product support
Provide product information to various Customer Care units and other channels management teams
Liaise with the training team to ensure that training materials are developed and all support staff are trained
Carry out post-launch support activities such as testing, monitoring, reporting and assisting in escalation and resolution of customers issues. Conduct surveys and analyze customers feedback
Conduct mystery shopping/ mystery calling of frontline teams to ensure that products launched are being supported as scoped
Ensure that at least 10% of the frontline teams are tested on knowledge of the products, services and promos launched
Ensure that product/ service/ promotion performance reports from the customer s perspective are shared with Product/ Segment owners on weekly bases
Educational Requirements
First degree
Between three (3) and five (5) years directly relevant post-NYSC work experience preferably within a telco business environment
Experience,Skills & Competencies
Ideal candidate must be: be able to demonstrate:
Amiable, detail oriented, proactive and fast thinking
Able to demonstrate solid experience in project implementation and fulfillment
Solid experience in project implementation and fulfillment and change management and integration