Manager, Digital Transformation and Online Channels at MTN Rwanda : (Deadline: 21 Aug 2026)

•  To coordinate the delivery of effective and efficient digital transformation initiatives in customer experience, thereby improving customer NPS and cost reduction.
•  Champion the implementation of digital transformation to digitalize High-Volume Journeys.
•  Work with detailed customer insights to define a differentiating customer strategy to deliver a personalised digital customer experience and brand interaction as a competitive advantage.
•  Design end-to-end customer journey and user experience across all business units for all customer touch points – Service Centers, Mobile, Online and Contact Centre
•  Customer experience Digital Transformation and strategic delivery of Customer First culture and enhancing customer centricity across all Channels and Business Units

·      Responsible for the strategy to optimize MTN's Digital presence on different channels (MTN App, web portal, USSD channels)

·      Responsible for the development of the strategy for delivery & operationalization of customer self-service capabilities to reduce human assisted interactions in Service Centers, Contact Center, and Field channels and improve customer experience.

·      Lead the identification & digitalization of high-volume customer journeys in MTN.

·      Drive and support the delivery and operationalization of robotics, AI, and process automation initiatives that digitize and simplify customer journeys, increase self-service adoption, improve operational efficiency, and enhance overall customer experience.

·      Responsible for the digital channels usage to drive cost reduction

·      Custodian of the Digital customer experience and ensuring smooth digital engagement with customers.

·      Manage the implementation of digital processes across customer touch points to improve CSAT, resolution and efficiency strategies.

·      Stay abreast of the development of emerging trends in digital customer experience innovations such as Journey mapping, Robotics, Chatbots, and other automation capabilities.

·      Lead the continuous improvement of customer experience in Distribution, Contact Center, Customer service and new product launch based on customer insights, pain points and feedback.

·      Drive implementation of effective handling of customer inquiries, complaints resolution, retention and churn reducing programs utilizing digital transformation capabilities in customer care across all levels

·      Ensure that all customer transactions are completed to the satisfaction of the customers in accordance with service level agreements and ensure that the customers are informed of the resolution.

• Review the implementation of digital technology that will facilitate a superior customer experience that is aligned with IT capability roadmaps.

·      Champion digital customer experience improvements in cooperation with other departments across all touch points to ensure a high level of customer satisfaction and retention

• Collect, analyze, and interpret customer interaction data in all touch points to identify requirements and information useful in optimizing digital customer experience
• Conduct studies and research to discover new techniques necessary for improving customer usage of digital channels
• Organize training programs for frontline to update their knowledge and awareness of available digital self services

·      Come up with plans and strategies to migrate customers to self service digital channels (App, Website, Chatbot, and USSD) to ensure reduction in Call Center Volume and customer experience improvement.

·      Responsible for conducting internal and external analysis, research and evaluating competitors and industry trends, and proposing digital solutions to improve customer experience

·      5 years of relevant experience with at least 2 years in the field of customer service or marketing.

·      Bachelor’s degree in a business or IT-related field

·      A Master’s degree in a related field would be an advantage.