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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)