Consultant - Governance and Measurement

2 weeks ago


Johannesburg, Gauteng, South Africa MTN Nigeria Full time

Governance
Define a governance programme and mechanisms in order to track and measure adherence thereto

Implement and maintain the governance framework at a MTN portfolio level

Maintain the reporting framework and define governance roles and responsibilities (including establishing business stakeholders a information and process holders)

Set up regular governance forums to align on programme progress and blockers

Develop clear decision rights, ways of work and RASCI across CSO and communicate these to the relevant teams

Support the refinement and improvement of the project delivery governance life cycle

Provide requirements for reporting and changes thereto to design and implementation teams

Measurement
Monitor the performance of activities for CX

Access the CX dashboard to monitor customer experience KPIs across the business

Prioritise and track CX initiatives and measure benefits realisation for such initiatives

Identify value objectives, analyse and assess derived value from portfolio initiatives

Provide feedback to CX Strategy & Design regarding deviations from the governance framework, CX performance and areas for intervention

Produce reports ,as required, for management

Raise and escalate issues affecting portfolio and governance, as appropriate

Stakeholder Relations
Consult with other CX teams to create and update the Governance framework

Work closely with training teams to develop content to communicate governance requirements and updates, when necessary

Ensure that the company brand is always presented in a strong and positive image

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