Manager – Knowledge Management and Digital Transformation.Customer Experience and Services
Douala, Littoral, Cameroon
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Job Description
We at MTN Cameroon are a purpose and value-led organization.

At MTN Cameroon we believe that understanding our people’s 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’ello 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.
As 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!

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.

Our values dubbed, LIVE Y’ello, are the cornerstone of our culture.

Lead with Care

Can-do with Integrity

Collaborate with Agility

Serve with Respect

Act with Inclusion

Responsibilities
Digital Transformation

Execute and evolve the digital roadmap aligned with customer experience vision.
Integrate digital tools (chatbots, mobile apps, self-care portals, AI/automation) across customer journeys.
Drive innovation through prototyping, piloting, and scaling digital use cases.
Promote adoption and usage of digital service channels.

Knowledge Management

Design and manage an enterprise-wide knowledge management strategy for Customer Experience.
Maintain up-to-date, searchable, and contextual knowledge base repositories.

Facilitate knowledge capture from subject matter experts and transform it into accessible formats.
Implement governance frameworks to ensure consistency, accuracy, and lifecycle management of content.

Training and Capability Building

Develop and execute training programs for frontline and support teams on systems, processes, and CX standards.
Collaborate with HR and L&D teams to embed knowledge into onboarding, refresher, and upskilling programs.
Use digital learning platforms (LMS, microlearning, simulations) to scale capability.
Evaluate training impact via performance metrics (First Contact Resolution, NPS, quality audits).

Customer Journey Optimization

Map, monitor, and improve digital and assisted journeys using insights and design thinking.
Reduce customer effort by eliminating friction points and digitizing low-value interactions.
Implement a continuous feedback loop to ensure journeys remain relevant and intuitive.
User feedback analysis
Qualifications
Education
Bachelor’s degree in Knowledge Management, Information Systems, Business, Customer Experience, or related fields
Training

Knowledge management systems and methodology (e.g., Confluence, SharePoint, KCS)
LMS administration and e-learning platforms
Design Thinking & Human-Centered Design
Agile & Scrum methodology
Data analytics tools (Power BI, Tableau, SQL)
Automation and AI tools (chatbots, RPA)

Experience

Minimum 3–5 years in digital transformation, knowledge management, or CX enablement roles
Telecom experience is highly desirable
Experience working cross-functionally and in agile environments
Functional Expertise:

Deep knowledge of customer experience principles and tools
Expertise in building and managing knowledge frameworks and platforms
Mastery of digital CX platforms and CRM ecosystems
Proven ability to design and deliver impactful training
Strong analytical and reporting capability
Chatbot analytics
Machine Learning algorithm
Conversational design
Natural language processing
Intent recognition
Training Data Management
API integration
Version control for models
User experience optimization
User authentication integration
Context management
Skills:

Digital mindset with strong tech orientation
Clear communicator and engaging facilitator
Strategic and operational planning
User experience optimization
Conversational design
Leadership in change and influence across departments
Effective project and stakeholder management
Behavioral Qualities:

Customer-obsessed and user-centric
Empowers and builds capability in others
Self-driven, with strong execution bias
Creative problem-solver
Agile learner and adaptive to change

Apply Before : 08/12/2025, 11:59 PM

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