Communication, Digitization and Automation Assistant

The Communication, Digitization and Automation Assistant will support the Company and the team to increase the adoption and effective use of digital channels throughout the end-to-end customer journey.

Main Duties and Responsibilities:

• Identify opportunities to increase digital adoption across the end-to-end customer journey and propose solutions that make digital interactions simpler, faster and more convenient.
• Review existing digital platforms and customer journeys to identify usability issues, pain points, gaps and barriers to digital solutions, while supporting the implementation of corrective actions.
• Propose improvements and enhancements to digital self-service solutions enabling customers to independently resolve queries and complete transactions with minimal effort.
• Create and maintain clear, relevant and customer-friendly digital content to simplify processes and improve the overall customer experience.

• Identify manual and repetitive processes for both customers and internal teams and propose opportunities for digitization and automation.
• Work closely with blink, IT, Customer Experience, Marketing and other relevant teams to drive digitalization and automation initiatives.
• Contribute to the testing and validation of new products, services, digital journeys, and customer-facing solutions to ensure seamless customer experience.
• Monitor customer-related cases and initiatives with relevant stakeholders, follow up on actions, and provide regular updates on progress and resolution.

• Analyse Voice of Customer (VoC) feedback and identify trends, recurring issues, and opportunities to improve products, services, processes, and customer journeys.
• Conduct regular sanity checks of customer-facing digital platforms and channels, including www.emtel.com, Facebook, and other relevant platforms, to ensure content, functionality, and customer information are accurate and up to date.
• Review and validate customer communications, including SMS and digital messaging, to ensure they are clear, accurate, consistent, and aligned with the intended customer journey.
• Prepare reports, insights, and recommendations to support continuous improvement in digital adoption, automation, and customer experience.

Required Qualifications and Experience:

• Bachelor’s degree in Digital Business, Marketing, Communications, Business Management, or a related field.
• Previous experience in digital journey management, customer experience, digital transformation, process improvement, or automation, preferably within the Telecommunications or Fintech industry.
• Experience working with digital platforms, customer journeys, and self-service solutions will be an advantage.

Required Skills and Aptitudes:

• Good understanding of digital channels, digital tools, self-service solutions, and automation concepts.
• Strong analytical and problem-solving skills, with the ability to identify opportunities for process and customer experience improvements.
• Ability to work effectively with cross-functional teams and build strong relationships with internal stakeholders.

• Ability to influence and collaborate with Functional and Department Heads and drive initiatives to completion.
• Strong organizational and follow-up skills, with the ability to manage multiple initiatives and stakeholders.
• Excellent written and verbal communication skills in English and French.
• Strong attention to detail, particularly when reviewing customer-facing content and digital communications.
• Customer-centric mindset with a continuous improvement approach.
• Ability to work independently while also contributing effectively as part of a team.
• Proficiency in Microsoft Office and familiarity with digital collaboration, analytics, or process-management tools will be an advantage.

By submitting your personal data to Emtel Ltd, you acknowledge having read and consented to Emtel’s Recruitment Privacy Notice (https://www.emtel.com/recruitment-privacy-notice) which is subject to Emtel’s Privacy Policy (https://www.emtel.com/privacy-policy).

Emtel Ltd reserves the right to call only the best candidates for interview and not to make any appointment following this advertisement nor to assign any reason whatsoever for accepting or rejecting any candidate.