Manager – Service Design at MTN

The Service Design Manager supports the Senior Manager of Design & Innovation to help realise our creative vision & strategies through the delivery of compelling & innovative experiences for our customers. 
Oversees their team to conceptualise the service design frameworks, with a view to tailor the design of online channel services to be user-friendly & relevant to MTN customers (while being sustainable & competitive for MTN).

Operational Implementation

•   User Need Definition
•   Engage with business owners & customers to understand their priorities, agendas & pain points.
•   Apply research methodologies to create & iterate service prototypes.
•   Coordinate the conduct of primary research (qualitative & quantitative) necessary to formulate hypotheses based on insights (from primary research) & intuition (experience) related to pain-points & expectancy gaps in the customer experience.
•  Coordinate the identification of customer dissatisfaction around services & apply methods to solve these.

Analytics

•   Coordinate the aggregation of market insights, NPS analyses, churn surveys to inform priorities.
•   Coordinate the delivery of customer interaction analyses for Call-Centre, Sales & Distribution & Digital channels.
•   Consolidate the findings of the analyses & lead the communication of research findings by highlighting critical customer improvement areas.
•   Conduct follow up assessment of the customer journey, incorporating feedback from the customer point-of-view.

Solution Design

•  Embed service design as a way of working throughout the business to align to MTN’s BRIGHT strategy. 
•  Provide service design input & guidance to support strategic initiatives.
•  Facilitate ideation & concept development of online products & services.
•  Frame design solutions & communicate design thinking & rationales in a compelling way.
•  Drive the generation of new ideas that reduce expense & create more efficient processes.
•  Analyse & define the tools & systems required to support both new & existing products & services in development.
•  Establish service design work activities that are customer centric & promote design thinking & methodologies.
•  Contribute towards the continuous refinement of service design processes. 
•  Evolve the Service Design practice by drawing upon global & local best practice, as it relates to online service design processes.

 Work in collaboration with the Senior Manager overseeing Design & Innovation in the planning & managing of the human & material resources of the sub-division to optimise performance, morale & enhance productivity.

Customer Journey

•  Gather customer feedback utilising design tools to produce a blueprint of envisaged services (i.e. customer touchpoints, service scenarios, operational & customer KPI’s, use cases).
•  Assess the current customer journey & identify gaps that can be further developed & improved.
•  Lead & coordinate the cross-functional Voice of the Customer initiatives to drive continuous service improvement.

Automate the customer journey & track & publish the TO-BE implemented customer journey against a CEX dashboard, in conjunction with the CEX team.

Stakeholder Relationships

•  Drive alignment with internal stakeholders around delivering absolute customer satisfaction, & assist to streamline this delivery.
•  Promote agile methodologies & champion collaborative ways of working.
•  Partner with stakeholders & subject matter experts as required, to create effective support for the design of new services, systems & / or facilities.
• Collaborate with teams across various sub-functional business areas (Online Products & Services, CVM, CEX, Sales & Distribution) to define the best solutions & service design consistencies. 

Governance 
Operational meetings

• Assist in the preparation & contribution to the Review & Retrospective Forum meetings & participate in the demonstration of delivered work & service design progress made (bi-weekly / weekly).
•  Assist in the preparation & contribution of key insights for the Service Design Team in the weekly Round Up Forum to facilitate decision making.
• Provide input in Stand Up meetings to orientate the team for the upcoming day’s work.

Participate in any other cross-functional operational meetings.

Escalations

• Resolve escalations that have significant impact on service design delivery.
• Escalate complex issues that will result in significant time, scope, employee/customer or cost impacts, if not resolved.
• Contribute towards generating solutions to issues that require formal resolution.

Project Management

• Lead research-based design practices & service design activities at the project level.
• Commission service design improvement projects (i.e. NPS) that relate to the customer journey.

Performance

•  Establish the correct Service Design metrics & KPI’s for the improvement of the customer journey & track performance against MTN’s BRIGHT Strategy targets.
•  Develop trigger response to deviations from KPI’s to self-correct & remain on track.
•  Create & monitor plans for near-term & long term incremental value realisation.

Report Generation

•  Develop & submit reports for the Senior Manager (SM) addressing participatory & iterative service design approaches to facilitate decision making.
•  Communicate research findings, conceptual ideas, detailed designs & design rationales & present the report to the SM to enable operational planning.
•  Report to the SM on progress made against measurement metrics & within the sub-function, aligned to BRIGHT Strategy targets.
•  Provide detailed progress reports both at sub-functional & functional level.
•  Compile detailed reports for special projects” as & when necessary.

Budget Management 

• Monitor costs and determine initiatives to optimise resources by maximising cost/benefit ratios

Minimum & Preferred Requirements
Education / Business Degree 

• 3+ Years tertiary degree in a design-related discipline
•  Fluent in English

  
Work Experience   

•   5+ Years experience in a service design environment, coupled with supervising or managing cross-discipline teams.
•   Experience in a design studio / agency.
•   Deep experience in driving & applying user-centred design processes.

Training 

•  Service Design (short course).

Industry / Certifications 

•   Any other relevant certification / accreditation / membership with professional body(ies) that become necessary, as the role evolves.