The role of the Data and Voice Specialist is to manage and coordinate the development, implementation, and performance of the company’s voice, data, SMS, and Prepaid Fixed Wireless Access (FWA) product portfolios. The goal is to ensure profitability, market competitiveness, and customer satisfaction through data-driven decision-making, cross-functional collaboration, and continuous innovation.
Key Accountabilities and Decision Ownership
- Responsible for all Voice, Data, and SMS day-to-day Key Performance Indicator (KPI) monitoring, including analyzing revenue, customers, traffic, PPMB, PPM, ARPU, and customer market share.
- Oversee the execution of end-to-end campaigns across Voice, SMS, and Data, including MPS design, User Acceptance Testing (UAT), Customer Experience Journey (CXJ), Product communication, post-launch monitoring, and documentation.
- Participate in the conceptualization, design, implementation, launching, and managing of end-to-end voice-call, data, and SMS products according to the roadmap.
- Identify market trends and the competitive product landscape to evaluate opportunities and risks that define future propositions and promotions to drive customer acquisition and base ring-fencing for Voice-calls, Data, and SMS.
- Closely monitor voice-call, data, and SMS Net Promoter Scores (NPS), which measures customer sentiment and willingness to promote the services.
- Deliver customer insights, define target audiences, identify market opportunities, develop proposition initiatives, and enhance customer experience to grow NPS, revenue, brand consideration, and market share.
- Support Prepaid FWA product innovation, product life-cycle management, customer retention, and user experience enhancement.
Who You Are
Core Competencies, Knowledge and Experience
- Data Analysis & Business Intelligence
- Documentation: MPS, CXJ, UAT, and Business Case development
- Product and Segment Proposition Strategy and Lifecycle Management
- Customer-centric product innovation
- Team player and stakeholder management.