JOB PURPOSE
The Customers Experience Application Expert will be responsible for maintaining and supporting all customers support business applications, tools and utilities to support Airtel Africa IT business. The role is about managing business needs and requirements and the mapping to capabilities within the CX Business domain. This is an expert role with the responsibility for leading and mentoring a team of other experts of OpCOs/Partner to ensure those teams deliver results expected to Airtel IT.
The Customer Experience Application Expert will work closely with OpCOs/Partner and HQ-IT 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.
The Customers Experience Application Expert will be reporting to Head of Customer Support Applications, Airtel Africa
RESPONSIBILITIES AND ACCOUNTABILITIES
The Customers Experience Application Expert is responsible for
Developing Customers Experience Application domain strategy and long-term planning goals that support IT enablement to drive best customers experience and support across Airtel Africa regions.
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
Ensuring appropriate Governance mechanisms for successful implementation of projects.
Delivering On-schedule, on-budget of IT solutions to facilitate commercial products delivery
COMPETENCIES
The Customers Experience Application Expert must:
Have a deep understanding of the Telco IT domain as well as a broad architecture understanding for IT in a telecom environment.
Have a solid background in translating business demand to IT Solution design and applying multiple technical solutions to business problems.
be well-versed with micro services, containers, cloud, DevOps.
be a believer in Open-Source environment to develop software solutions.
S/he should have specific skills and knowledge:
Leadership skills with ability to manage direction for Application domain experts at OpCOs/Partner.
People-oriented, with the ability to lead meetings with software development managers, developers, architects as well as product managers.
Structured approach to work, with the ability to plan, and organize larger activities
Clear in communication, both written and verbal.
Ability to assess the value from functions and capabilities of new technologies finding appropriate technical solutions.
Knowledge of business process re-engineering principles and processes.
QUALIFICATIONS AND EXPERIENCE
University degree (Engineering or Computer Science)
Hands on experience in managing the complex and critical real time processing and design of such solutions solutions
Experience in design, planning and operations of IT systems and solutions
Experience in driving BUs towards simplification & standardization.
Experience from simplification and innovation projects.
Minimum 7 – 10 years’ relevant experience in telecommunication/other relevant industry
