Super App Digital Operations Analyst

Job Purpose:

• Managing the day to day digital operations of e& to ensure proper functioning & immediate resolution of spotted issues
• Launching new digital capabilities that adds value to the digital consumer journey
• Launching new digital analytics tool that supports digital business owners & enrich the visibility of consumer behavior across all digital channels

Job Description:

• Handle operational digital issues that impact customer experience and service fulfillment.
• Monitor external digital touchpoints (e.g., social media, Google reviews) to promptly identify issues.
• Collaborate with customer care and related teams to address digital service problems.
• Work with digital business owners to understand consumer pain points and propose solutions.
• Optimize Apps Performance - through different channels (testing, reporting, reviews from customers, feedback from customer care)
• Interface directly with IT and external partners to resolve issues and ensure SLA compliance.
• Develop dashboards that measure digital performance and automate reporting with DWH.
• Provide visibility and periodic status updates to management on digital operations.
• Design and implement new digital capabilities from idea generation to launch.
• Report progress on newly launched capabilities and ensure proper functioning post-launch

Qualifications:

• 2-3 Years of experience in digital operations.
• Good communication and presentation skills
• Problems solving and analytical thinking
• Time management skills
• Customers and results oriented
• Basic telecom technical knowledge
• Focus on customer centricity & understanding consumer behaviors
• Details oriented & excellent follow up skills