Manager – Knowledge Management and Digital Transformation.Customer Experience and Services
\nDouala, Littoral, Cameroon
\nWant to know more about us? We\u2019ve got you! Please scroll to the end of the section to get to know us better.<\/p>\n
Job Description
\nWe at MTN Cameroon are a purpose and value-led organization.<\/p>\n
At MTN Cameroon we believe that understanding our people\u2019s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y\u2019ello Family is heard, understood, and empowered to live an inspired life. Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.
\nAs an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!<\/p>\n
Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals. <\/p>\n
Our values dubbed, LIVE Y\u2019ello, are the cornerstone of our culture.<\/p>\n
Lead with Care<\/p>\n
Can-do with Integrity<\/p>\n
Collaborate with Agility<\/p>\n
Serve with Respect<\/p>\n
Act with Inclusion<\/p>\n
Responsibilities
\nDigital Transformation<\/p>\n
Execute and evolve the digital roadmap aligned with customer experience vision.
\nIntegrate digital tools (chatbots, mobile apps, self-care portals, AI\/automation) across customer journeys.
\nDrive innovation through prototyping, piloting, and scaling digital use cases.
\nPromote adoption and usage of digital service channels.<\/p>\n
Knowledge Management<\/p>\n
Design and manage an enterprise-wide knowledge management strategy for Customer Experience.
\nMaintain up-to-date, searchable, and contextual knowledge base repositories.<\/p>\n
Facilitate knowledge capture from subject matter experts and transform it into accessible formats.
\nImplement governance frameworks to ensure consistency, accuracy, and lifecycle management of content.<\/p>\n
Training and Capability Building<\/p>\n
Develop and execute training programs for frontline and support teams on systems, processes, and CX standards.
\nCollaborate with HR and L&D teams to embed knowledge into onboarding, refresher, and upskilling programs.
\nUse digital learning platforms (LMS, microlearning, simulations) to scale capability.
\nEvaluate training impact via performance metrics (First Contact Resolution, NPS, quality audits).<\/p>\n
Customer Journey Optimization<\/p>\n
Map, monitor, and improve digital and assisted journeys using insights and design thinking.
\nReduce customer effort by eliminating friction points and digitizing low-value interactions.
\nImplement a continuous feedback loop to ensure journeys remain relevant and intuitive.
\nUser feedback analysis
\nQualifications
\nEducation
\nBachelor\u2019s degree in Knowledge Management, Information Systems, Business, Customer Experience, or related fields
\n Training<\/p>\n
Knowledge management systems and methodology (e.g., Confluence, SharePoint, KCS)
\nLMS administration and e-learning platforms
\nDesign Thinking & Human-Centered Design
\nAgile & Scrum methodology
\nData analytics tools (Power BI, Tableau, SQL)
\nAutomation and AI tools (chatbots, RPA)<\/p>\n
Experience<\/p>\n
Minimum 3\u20135 years in digital transformation, knowledge management, or CX enablement roles
\nTelecom experience is highly desirable
\nExperience working cross-functionally and in agile environments
\n Functional Expertise:<\/p>\n
Deep knowledge of customer experience principles and tools
\nExpertise in building and managing knowledge frameworks and platforms
\nMastery of digital CX platforms and CRM ecosystems
\nProven ability to design and deliver impactful training
\nStrong analytical and reporting capability
\nChatbot analytics
\nMachine Learning algorithm
\nConversational design
\nNatural language processing
\nIntent recognition
\nTraining Data Management
\nAPI integration
\nVersion control for models
\nUser experience optimization
\nUser authentication integration
\nContext management
\n Skills:<\/p>\n
Digital mindset with strong tech orientation
\nClear communicator and engaging facilitator
\nStrategic and operational planning
\nUser experience optimization
\nConversational design
\nLeadership in change and influence across departments
\nEffective project and stakeholder management
\n Behavioral Qualities:<\/p>\n
Customer-obsessed and user-centric
\nEmpowers and builds capability in others
\nSelf-driven, with strong execution bias
\nCreative problem-solver
\nAgile learner and adaptive to change<\/p>\n
Apply Before : 08\/12\/2025, 11:59 PM<\/p>\n
All applications must be submitted ONLINE at : https:\/\/ehle.fa.em2.oraclecloud.com\/hcmUI\/CandidateExperience\/en\/sites\/CX_1\/requisitions?location=Cameroon&locationId=300000000273784&locationLevel=country&mode=location<\/p>\n","protected":false},"excerpt":{"rendered":"
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