Digital Operations Analyst

JOB PURPOSE:

• Managing the day to day Digital operations of Etisalat Digital fronts to ensure proper functioning & immediate resolution of spotted issues
• Launching new digital capabilities that adds value to the Digital consumer journey
• Launching new digital analytics tool that supports Digital business owners & enrich the visibility of consumer behaviour across all digital channels

• Managing the day to day Digital operations of Etisalat Digital fronts to ensure proper functioning & immediate resolution of spotted issues Handling the day to day operational digital issues that impact customer experience & core digital services fulfilment Spot Digital Issues by running proper reports to detect any malfunctioning services Work closely with CC & all customer facing entities to gather issues/alarms Close monitoring of external digital fronts (e.g. Social Media/Google reviews) aiming to promptly spot any issues Work with Digital business owners to understand the consumer digital pain & work on proposals to fix Direct interface with IT & external parties to fix any spotted issues & ensure SLA abidance Develop proper dashboards that measures digital performance & raises prompt red flags & work with DWH to ensure data automation Give visibility & periodic status updates on Digital operational to management in the right forums

  Launching new digital capabilities that adds value to the Digital consumer journey Design & Come up with new capabilities based on the understanding of Digital platforms Work with IT for complete implementation of the new capabilities from idea generation till delivering & handing over to business owner Report the progress of the newly launched capabilities to ensure proper functioning & consumer acceptance

  Launching new digital analytics tool that supports Digital business owners & enrich the visibility of consumer behaviour across all digital channels Introduce new reporting digital platforms & work with all relevant stakeholders starting from requirements gathering till launch Own the integration of external reporting engines with Etisalat DWH KEY SKILLS/EXPERIENCE REQUIRED – 5+ years of work experience in Telecom, mainly in Telecom Operational Management/ Marketing Development/ Customer care Good understanding of basic Digital Backend systems & technicalities   Knowledge: Good Communication and presentation skills Problems solving and analytical thinking Time Management skills Customers and results oriented Basic telecom technical knowledge Focus on Customer Centricity & understanding consumer behaviors Details oriented & excellent follow up skills   Desirable Solid telecom technical skills and awareness with Etisalat technical architecture Education: A bachelor's degree in business/marketing/computer science Prior Work Experience: 5+ years of work experience in Telecom, mainly in Telecom Operational Management/ Marketing Development/Customer Care Language Proficiency: Fluency in both spoken & written English & Arabic language is required. Customer Centricity: Able to focus on consumer issues & detect priorities Communication Skills: Able to work smoothly with all stakeholders for efficient operational flow (IT, Business owners & external parties)