Specialist - New Product Integration at Etisalat Nigeria

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

Application Closing Date
27th February, 2013

Method of Application
Interested and qualified candidates should:
Click here to apply online

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