Analyst – Digital/Online Services

Job Descriptions

At Safaricom Ethiopia, we are a purpose-led technology company dedicated to transforming lives through digital connectivity and inclusive financial services. In under four years, we have grown to serve over 10 million customers, with our network now reaching 55% of Ethiopia’s population – a testament to our bold vision and trusted partnerships.

Guided by core values such as customer obsession, innovation, integrity, and get it done together, we are building a workplace that is dynamic, inclusive, and empowering. We believe our greatest strength lies in our people. That’s why, for two consecutive years, we have proudly get earned the Top Employer Award – in recognition for our unwavering commitment to fostering a supportive, innovative, and inclusive environment to people.

Join Safaricom Ethiopia and be part of a team that is shaping the digital future of Ethiopia. Here, your work has meaning, your voice matters, and your growth is our priority. Together, we are transforming lives for a digital future.

To support digital channels services that offers first class customer interactions via digital and online channels (IVR/SMS/USSD/Email/Web Chat/social media/Safaricom App)

Job Requirements

Education:

• Bachelor's Degree preferably in Tech, Business, or Social Sciences

Experience:

• 1+ year experience on digital transformation within a similar function/organization

• 1 year experience working in a customer service environment within a service-oriented organization. Work in telecommunication, Banking or airline sector will be an added advantage;

Duties and Responsibilities

• Support the growth and penetration of the digital uptake, cutting across IVR, USSD, SMS, Chat, Email, Social media and the APP.

• Document, review and update on all new/modified functionalities on digital systems and processes staying in tune and adopting the latest digital trends across all digital channels.

• Implement new/modified functionalities as per approved plans and within agreed timeframe

• Continuously obtain feedback on the digital channels and processes and address any gaps from key stakeholders through research and analysis

• Coordinate digital innovation initiatives and follow through to implementation

• Carry out business analysis for the improvement of existing systems and provide recommendation on improvement of systems on a quarterly basis.

• Implement identified improvements

• Identify training and development requirements for Digital Agents enabling them to meet their performance targets through scheduling of training interventions.

• Ensure quality of escalations from the team meet laid down standards to promote faster resolution to customer queries.

• Initiate disciplinary process on non-performance issues with evidence of documented support initiatives to enable Agent performance improvement.

• Implement initiatives to maintain digital channel NPS on an upward trend

• Continuously update and maintain Digital Channels Content Management

• Participate in the development of the annual performance plans for consumer care digital channels

• Provide input in the development of the Digital Channels Road map

• Internal and External stakeholder engagement

Business Competencies

• Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills.

• Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills.

• Excellent written and verbal communication skills

• Excellent interpersonal skills Proactive, results oriented, confident, energetic and able to work under pressure with a positive attitude

• Must have good problem solving and analytical skills as well as decision making abilities

• Must have good leadership and supervisory skills

• Good organization and planning skills

• Good report writing and presentation skills

Functional Competencies

• The ability to drive continuous improvement of digital services to fully meet user needs in a convenient and straightforward way.

• The ability to implement channel shift strategies to move users from traditional to digital delivery channels.

• Successful design, delivery and ongoing management of high-quality services which maximized opportunities offered by digital technology.

• Good grasp and expertise in analyzing and using customer insight and user and performance data in the design of Services.

• Strong Business competencies

• Understanding core levers of the business

• Experience in business analysis, customizations, development

• Critical thinker has ability to find new solutions

• Willingness to “roll up one’s sleeves,” work and study outside of one’s comfort zone and encourage the team toward such behavior

• Creates a culture of innovation based on experimenting and data-driven decision making

Key Performance Indicators

Innovation road map

• Documented and approved quarterly digital channels innovation roadmap.

Drive digital channels growth

• Documented initiatives towards the growth of digital channels uptake

Reporting

• Reports submitted weekly and monthly on digital channels innovation initiatives

Post Launch assessment of digital channels

• Post-launch assessment report submitted within 3 weeks of digital channel or service launch.

Customer feedback analysis

• Analyze and report on customer feedback on digital channels available in the market.

Cost reduction Initiatives

• Drive cost reduction initiatives within the portfolio through both the development of products/ business process and review of existing products & service/business processes to reduce costs.

Projects management

• Ensure planned digital roadmap projects are delivered.

Research

• Documented research and analysis on the digital channels

Skills & Competencies

• Wide appreciation of analytics in driving outcomes for both customers and the business.

• Excellent knowledge of Safaricom products and services

How To Apply

If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to create/ update your candidate profile on the recruitment portal and then Click on the apply button. Remember to attach your resume. Apply through the following link: THIS LINK