Analyst – Digital/Online Services ( Internal/External)

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 interactionsviadigitalandonlinechannels(IVR/SMS/USSD/Email/Web Chat/social media/Safaricom App)
Core Responsibilities.
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Supportthegrowthandpenetrationofthedigitaluptake,cuttingacrossIVR,USSD,SMS, Chat, Email, Social media and the APP.
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Document,reviewandupdateonallnew/modifiedfunctionalitiesondigitalsystemsand processes staying in tune and adopting the latest digital trends across all digital channels.
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Implementnew/modifiedfunctionalitiesasperapprovedplansandwithinagreed timeframe
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Continuouslyobtainfeedbackonthedigitalchannelsandprocessesandaddressany gaps from key stakeholders through research and analysis
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Coordinatedigitalinnovationinitiatives andfollowthroughtoimplementation
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Carryoutbusinessanalysisfortheimprovementofexistingsystemsandprovide recommendation on improvement of systems on a quarterly basis.

• Implementidentified improvements

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IdentifytraininganddevelopmentrequirementsforDigitalAgentsenablingthemto meet their performance targets through scheduling of training interventions.
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Ensurequalityofescalationsfromtheteammeetlaiddownstandardstopromotefaster resolution to customer queries.
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Initiatedisciplinaryprocessonnon-performanceissueswithevidenceofdocumented support initiatives to enable Agent performance improvement.

• Implementinitiatives tomaintain digital channelNPSonanupwardtrend

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ContinuouslyupdateandmaintainDigitalChannelsContentManagement
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Participateinthedevelopmentoftheannualperformanceplansforconsumercare digital channels
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ProvideinputinthedevelopmentoftheDigitalChannelsRoadmap
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InternalandExternalstakeholderengagement
Business Competencies
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Excellentwrittenandverbalcommunicationskills(articulate)coupledwithgoodlistening and critical reasoning skills.
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Proactive,confident,energeticandabletoworkunderpressurewithapositiveattitude and use good organization skills.

• Excellentwrittenandverbalcommunication skills

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ExcellentinterpersonalskillsProactive,resultsoriented,confident,energeticandableto work under pressure with a positive attitude

• Musthavegoodproblemsolvingandanalyticalskillsaswellasdecisionmakingabilities

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Musthavegoodleadership andsupervisoryskills
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Goodorganizationand planningskills
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Goodreportwritingandpresentation skills
Functional Competencies
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Theabilitytodrivecontinuousimprovementofdigitalservicestofullymeetuserneedsin a convenient and straightforward way.
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Theabilitytoimplementchannelshiftstrategiestomoveusersfromtraditionaltodigital delivery channels.
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Successfuldesign,deliveryandongoingmanagementofhigh-qualityserviceswhich maximized opportunities offered by digital technology.
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Goodgraspandexpertiseinanalyzingandusingcustomerinsightanduserand performance data in the design of Services.

• Strong Business competencies

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Understandingcoreleversofthebusiness
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Experiencein businessanalysis,customizations,development
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Criticalthinkerhasabilitytofindnewsolutions
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Willingnessto"rollupone'ssleeves,"workandstudyoutsideofone’scomfortzoneand encourage the team toward such behavior
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Createsacultureofinnovationbasedonexperimentinganddata-drivendecision making
Key Performance Indicators
Innovationroad map
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Documentedandapprovedquarterlydigitalchannelsinnovationroadmap.
Drive digital channelsgrowth
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Documentedinitiativestowards thegrowth ofdigitalchannelsuptake
Reporting
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Reportssubmittedweeklyandmonthlyon digital channels innovationinitiatives
PostLaunchassessmentofdigitalchannels
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Post-launchassessmentreportsubmittedwithin3weeksofdigitalchannelorservice launch.
Customerfeedbackanalysis
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Analyzeandreportoncustomerfeedbackondigitalchannelsavailableinthemarket.
CostreductionInitiatives
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Drive cost reduction initiatives within the portfolio through both the development of products/businessprocessandreviewofexistingproducts&service/businessprocesses to reduce costs.
Projects management
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Ensureplanneddigitalroadmapprojectsaredelivered.
Research
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Documentedresearchandanalysis onthe digitalchannels
Job Requirements

• AnundergraduatedegreepreferablyinTech,Business,orsocialsciences

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1+yearexperienceon digital transformation within a similar function/organization
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1yearexperienceworkinginacustomerserviceenvironmentwithinaservice-oriented organization. Work in telecommunication, Banking or airline sector will be an added advantage;
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Wideappreciationofanalyticsindrivingoutcomesforbothcustomersandthebusiness.
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Excellentknowledgeof Safaricomproductsandservices
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.