Manager - Knowledge Management and Digital Transformation

Mission: The Manager, Knowledge Management and Digital Transformation is responsible for designing, deploying, and continuously improving the knowledge management and digital customer experience strategy within the Customer Experience (CEX) department. About us: 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 CareCan-do with IntegrityCollaborate with AgilityServe with RespectAct with InclusionResponsibilities Digital TransformationExecute 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 ManagementDesign 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 BuildingDevelop 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 OptimizationMap, 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 analysisMinimum Job Requirements: EducationBachelor’s degree in Knowledge Management, Information Systems, Business, Customer Experience, or related fields TrainingKnowledge management systems and methodology (e. g.

, Confluence, SharePoint, KCS)LMS administration and e-learning platformsDesign Thinking & Human-Centered DesignAgile & Scrum methodologyData analytics tools (Power BI, Tableau, SQL)Automation and AI tools (chatbots, RPA) ExperienceMinimum 3–5 years in digital transformation, knowledge management, or CX enablement rolesTelecom experience is highly desirableExperience working cross-functionally and in agile environments Functional Expertise:

Deep knowledge of customer experience principles and toolsExpertise in building and managing knowledge frameworks and platformsMastery of digital CX platforms and CRM ecosystemsProven ability to design and deliver impactful trainingStrong analytical and reporting capabilityChatbot analyticsMachine Learning algorithmConversational designNatural language processingIntent recognitionTraining Data ManagementAPI integrationVersion control for modelsUser experience optimizationUser authentication integrationContext management Skills: Digital mindset with strong tech orientationClear communicator and engaging facilitatorStrategic and operational planningUser experience optimizationConversational designLeadership in change and influence across departmentsEffective project and stakeholder management Behavioral Qualities:

Customer-obsessed and user-centricEmpowers and builds capability in othersSelf-driven, with strong execution biasCreative problem-solverAgile learner and adaptive to changePlease apply on or before August 12, 2025.