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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Specialist - New Product Integration