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Analyst – Customer Experience

Job Details

Post NameAnalyst – Customer Experience
Company NameMTN Nigeria
IndustryPrivate
Employment TypeFull Time
Working Hours8 Hour
LocationLagos, Lagos, Nigeria, 100001
Min. SalaryUSD 45000
Max. SalaryUSD 50000 per Year
QualificationFirst degree in any discipline 

Job Description

  • Timeous review of Customer Journeys across MTNN products and services
  • Identify gaps and redesign the customer journey to optimize the experience of the Customer
  • Collaborate with key stakeholders and subject matter experts to design, test, and roll-out out identified initiatives for product optimization. 
  • Collaborate with key stakeholders in the development and test scenarios pre and post-roll out of initiatives.
  • Actively collaborate with stakeholders in change management programs impacting the customer experience. 
  • Customer journey mapping of existing and new products and services
  • Comparative analysis with competition products to ensure MTNN positioning as Best-in-Class.
  • Run deep-dive analytics on information to distill customer intelligence
  • Analyze CEX survey data, operational diagnostic, and competitors and develop insights for CEX’s Management
  • Conduct CEX change readiness assessments, evaluate results, and present findings to the CEX Management.
  • Manage the execution of the Customer Experience Blueprint in the management and implementation of new systems and procedures.
  • Develop Customer insights report specifications through various Dashboards to assist CEX Management’s business decisions 
  • Get information and insights from the “voice of the Customer” initiatives through various segmented customer engagement programs i.e. Customer Focus Group Sessions, Customer Forums, and Online Social media.
  • Liaise with approved MTN communication agencies i.e. PR, Advertising, Media, etc. to ensure customer-centric communication to the customer from the Customer Services Division.

Education

  • First degree in any discipline 
  • Fluent in English 

Experience

  • Experience working in a medium-sized organization 
  • 3 – 7 years experience which includes:
  • Journey mapping; prototyping and framing
  • Business Planning and Analysis, preferably within the telecommunications sector
  • Experience in Enterprise Data Management
  • Experience in data analysis, problem-solving, and reporting/presentation
  • Experience in Customer Care and Management
  • Competitive and Marketing Research
  • Proficiency in the use of Microsoft office tools
  • Strong analytical skills

About Us

MTN Group Limited is a South African multinational mobile telecommunications company, operating in many African, European, and Asian countries. Its head office is in Johannesburg. MTN recorded 232.6 million subscribers, making it the eighth-largest mobile network operator in the world, and the largest in Africa. 

With more than 17510 professionals, working in over 20 countries around the world.

MTN recruiters are always searching for brilliant candidates with an entrepreneurial spirit, looking for a work culture where innovation is the goal, hard work is expected, and creativity is rewarded. MTN employees enjoy competitive salaries, excellent health benefits, and a network of like-minded co-workers that drive innovation across the entire telecommunication industry.

If you are passionate about working for a brand that believes and invests in YOU while delivering the best value to those they serve, then THIS is the place.

Our Employee Value Proposition enables you to work with meaning, connect to develop, thrive in positivity, and grow with purpose, all-round, in all aspects to Live inspired.

We are a proudly Platinum IiP-certified company dedicated to choosing the very best candidates and working to develop your skill and talent to make sure we boost a workforce second to none.

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