Analyst - Product Development Enhancements, Digital Services at MTN Nigeria

Job Identification: 1646
Location: Ikoyi, Lagos
Job Category: MTN Level 2
Job Schedule: Full time
Reports To: Manager, Product Development
Division: Digital Services

Description

• Adhere to, review, and update consistent, efficient, relevant, and standard policies, processes, and procedures for managing Digital Services’ digital products and services.
• Collaborate with cross-functional teams to identify, onboard, and drive the adoption of compelling and relevant digital products and services.
• Document, develop, implement, test, launch, and review digital products and services according to the relevant Policies, Procedures, & Processes Document to exceed targets as specified in the business plan.
• Develop, document and maintain the policies, procedures, and processes for the development of digital products and services using product concept documents, market requirement documents, feature descriptions, use cases, storyboards, and data flow diagrams as may be required.
• Identify and fulfil the expectations, needs, and priorities of key internal stakeholders, e.g., CEX, CR, CS, EB, Finance, Foundation, HR, IT, Marketing, Networks, Risk & Compliance, and S&D from a digital products and services perspective.
• Implement an intra-divisional Internal Stakeholder Engagement Strategy which includes but is not limited to the rationale for regular engagements (cross-functional meetings, sessions, and workshops), engagement format, communication plan, implementation plan, monitoring and review plan, performance metrics.
• Provide accurate, current, data-driven, relevant and understandable analysis, FAQs, information, and reports – including but not limited to competitive intelligence, impacting trends, and weekly performance reports – to guide management decisions and support the business planning process as may be required.
• Execute tactics – including but not limited to enhanced/new business models, business requirements, features, functionalities, products and services – to acquire customers and grow revenues and subscriptions to exceed targets as specified in the business plan.
• Collaborate closely with the Digital Business Growth team to define, drive, and monitor the design, documentation, development, implementation, testing, launch, management, review, and ongoing support of digital products and services for multiple customer segments.
• Interrogate and understand customer (expectations, needs, and priorities), product/service features, growth areas, markets, and trends about existing digital products and services to identify new business opportunities.
• Collaborate closely with the Digital Business Growth team to:
  • Develop digital products and services that exceed identified/evolving customer expectations, needs, and priorities.
  • Implement product/service withdrawal, ensuring that alternative solutions are available to customers, properly planning a migration path to alternative services, and communicating changes effectively with a limited impact on revenues and subscriptions.
  • Evaluate, maintain, communicate, and review an updated product and service roadmap for Digital Services.
• Provide advisory services to various business functions on how to translate customer expectations, needs, and priorities into compelling and relevant products and services appropriate to market opportunities.
• Solicit feedback from customers to continuously improve digital products and services experiences, journeys, and interfaces.
• Monitor and expeditiously resolve complaints related to customer expectations, needs, and priorities for the digital products and services
• Monitor and improve NPS related to the digital products and services .
• Collaborate with the Digital Business Growth team – if necessary – to develop and conduct training programs and technical support guides to introduce new digital products and services to internal and external stakeholders – as may be required.
• Identify the expectations, needs, and priorities of external stakeholders, e.g., aggregators, content partners, regulators, and service partners.
• Implement an External Stakeholder Engagement Strategy which includes but is not limited to the rationale for regular engagements, engagement format, communication plan, implementation plan, monitoring and review plan, performance metrics.
• Maintain cordial working relationships with internal stakeholders, external partners, suppliers, and other relevant vendors.

Requirements
Education:

• A First Degree in Engineering, Computer Science or any related discipline.
• Certification or training in (Agile) Project Management will be an advantage.
• Fluent in English.

Experience:

• 3 - 7 years’ experience including:
  • A minimum of three (3) years working in a small- or medium-sized organization.
  • Experience in product development, product life cycle management, and product performance evaluation.
  • Excellent communication, interpersonal, and writing skills; Advanced ability to build strong working relationships across the organization and work as part of a cross-functional team.
  • Experience in Information Technology, OTT, or telecommunications will be an advantage.
  • Ability to develop simple and complex telecommunications-based products and services, manage small and large projects, and negotiate with vendors and suppliers on technical and commercial matters will also be an advantage.