About this role
The Home Experience Coordinator, Design, GTM & Experience Monitoring is responsible for managing the end-to-end user experience of MTN Home Products (MBB, FWA). This includes customer-centric journey design and experience monitoring lifecycles. The role plays a pivotal part in translating operational insights and customer feedback into actionable experience enhancements. He / She defines the targeted experience and its quantitative objectives in terms of KPIs: for channels, for the product, for the customer, according to the various key steps of the journey (I get to know, I use, I upgrade, I solve, etc.), and ensures that the desired experience is the one delivered and perceived by the customer. This role also supports product launches and customer engagement strategies by ensuring that MTN Home features are tested, understood, and aligned to user expectations, creating consistent, engaging, and frictionless. With a strong focus on operational performance and customer experience (NPS