JOB PURPOSE
The Lead BA Digital Experience will be supporting the process and applications which are primarily to improve the journey in the areas of Digitization (apps and portals) and also in the area of Customer support and service. As IT Expert person will be responsible for understanding and delivering automated digital journey of Self-care mobile apps, Portals/websites, stores/shop management systems, customer service, integrated IVR management, and integrated self-care process for Airtel Africa. The role is about managing business needs and then mapping them to capabilities within the Experience domain. The Lead will work closely with business partners in Africa OpCOs, HQ-IT and IT Partners in Airtel Africa performing the necessary leadership, analysis and design tasks related to the delivery of projects in respective domain relevant to Airtel IT transformation programs. This is an expert role with the responsibility for leading and mentoring a team of experts of OpCOs/Partner to ensure those teams deliver results expected to Airtel IT. |
Responsibilities and Accountabilities: |
The Expert is responsible for ⮚ Lead the development of a robust program that offers self service applications/portals to customers for their requirements after onboarding ⮚ Collaborating and working closely with the IT partners of various telecom products to ensure integration with the self-care application ⮚ Good documentation skills for drafting the requirements and scope documents ⮚ Identifying and evaluating innovative technologies applicable to domain and determining the benefits to the Company. ⮚ Leading delivery of projects of applicable domain across OpCOs that attribute to the success of Airtel Africa business by collaborating with cross functional teams. ⮚ Promoting continuous improvement of processes and delivery of results within assigned domain. ⮚ Ensuring Business Value creation through simplifying application design, simplifying customer experience and efficient deliveries. ⮚ Optimizing Change requirement delivery for faster time to market and ensuring first time right efficiency. ⮚ Setting, articulating and overseeing achievement of Airtel Africa IT goals and objectives on relevant IT Applications. ⮚ Managing Timely Rollout of Projects o Ensuring appropriate Governance mechanisms for successful implementation of projects. o Delivering On-schedule, on-budget of IT solutions to facilitate commercial products delivery |
Competencies |
The Customer Service Expert must: ⮚ Have a deep understanding of the Telco IT domain as well as a broad architecture understanding for IT in a telecom environment. ⮚ Visualization of the problem to come with best user interface ⮚ Have a solid background in understanding and translating business demand to IT Solution design and applying multiple technical solutions to business problems. |
⮚ Be well-versed with micro services, APIs. ⮚ Be a believer in Open-Source environment to develop software solutions. ⮚ S/he should have specific skills and knowledge: o Leadership skills with ability to manage direction for Application domain experts at OpCOs/Partner. o People-oriented, with the ability to lead meetings with software development managers, developers, architects as well as product managers. o Structured approach to work, with the ability to plan, and organize larger activities o Clear in communication, both written and verbal. o Ability to assess the value from functions and capabilities of new technologies finding appropriate technical solutions. o Knowledge of business process re-engineering principles and processes. | |
Qualifications and Experience | |
⮚ University degree (Engineering or Computer Science) ⮚ Minimum 12 - 15 years’ relevant experience in telecommunication/other relevant industry ⮚ Experience from simplification and innovation projects. ⮚ Experience in driving BUs towards simplification & standardization. ⮚ Experience in design, planning and operations of IT systems and solutions ⮚ Hands on experience in managing the complex and critical real time processing and design of such solution ⮚ Strong understanding of the agile landscape and a passion for building innovative & ROI-positive marketing programs at scale. | |
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