Analyst – Customer Experience, Customer Experience at MTN Nigeria

MTN Nigeria – The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the position below:

Job Title: Analyst – Customer Experience, Customer Experience

Job Identification: 1729
Location: Ikoyi, Lagos
Job Category: MTN Level 2
Job Schedule: Full time
Reports To: Manager – CEX Design and Implementation
Division: Customer Relations

Description

Timeous review of Customer Journeys across MTNN product and services
Identify gaps and redesign customer journey to optimize experience of the Customer
Collaborate with key stakeholders and subject matter experts to design, test and roll-out of identified initiatives for product optimization.
Collaborate with key stakeholders in development and test scenarios pre and post roll out of initiatives.
Actively collaborate with stakeholders in change management programs impacting on customer experience.
Customer journey mapping of existing and new product and services
Comparative analysis with competition products to ensure MTNN positioning as Best-in-Class.
Run deep dive analytics on information to distil customer intelligence
Analyse CEX survey data, operational diagnostic, 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, Online Social media.
Liaise with approved MTN communication agencies i.e. PR, Advertising, and Media etc. to ensure a customer-centric communication to the customer from the Customer services Division.

Requirements
Education:

First Degree in any discipline
Fluent in English.

Experience:

3 – 7 years’ experience which includes:
- Experience working in a medium-sized organization
- 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.