Analyst Loyalty & Retention in Lagos, Nigeria

at Etisalat

Online Media
Online Media
Minimum Qualification
Required Experience
1 - 3 years
Employment Type
Full Time
Male or Female
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Job Description

·  Build strong working relationships with a variety of cross-functional teams and stakeholders to ensure that the Customer is at the heart of the business's thinking.

·  Proactively highlight existing processes, policies and procedures which adversely impact customer satisfaction leading to churn.

·  Use storyboarding, task analysis, and customer research tasks to capture and develop user requirements for product and service improvements.

·  Collaborate with customer experience and project teams to determine priorities for resolution of usability problems to optimize product improvements

·  Assist with creating and documenting customer experience best practices and project templates

·  Support the execution of user experience feedback survey schedule as agreed by the Head, Customer Experience and Retention Management.

·  Assist in identifying improvements to channel execution and brand perception, to ensure maximum customer satisfaction is delivered across all traditional and digital touch points.

·  Promote up-sell and cross-sell opportunities across the existing base using customer intelligence and user behaviour

·  Build customer advocacy in the form of touch-point ideas which deliver emotional connections to customers

·  Review the monthly customer health-check reports to understand key drivers of satisfaction, dissatisfaction, advocacy and churn (responsibility seems a little high for the role)

·  Support the execution of the Customer Surprise and Delight program

·  Provide support in the implementation of all action plans to resolve key issues affecting customer satisfaction and dissatisfaction  

·  Communicates tactfully and effectively both verbally and in writing, and maintains effective work relationships with all stakeholders and partners

·  Conduct mystery shopping exercise at all Frontline Touch Points and prepare detailed reports of findings with recommendations




  • University degree or equivalent in relevant discipline

Experience,Skills & Competencies



·  Minimum of One to Two years post NYSC work experience

·  Problem solving and root cause identification skills.

·  Excellent business analysis skills including a wide range of techniques for data and analysis (including process modelling, process mapping and business requirements specification)

·  Must be a team player and able to work collaboratively with and through others

·  Proficiency in Ms Office - Visio, Excel, Word and PowerPoint

·  Previous work experience in telecommunications industry will be an added advantage


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