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)